FAQ – I’M A POTENTIAL NEW HITS CUSTOMER
I’d like to use your Service. How do I get in touch with you?
For general enquiries, you can contact us directly by telephone any day of the week any time of day on our main number 01442 867212.
Similarly, you can email us at firstname.lastname@example.org
For specific enquiries regarding training, finance, setting up an account or service feedback, you can get in touch with our specialist departments via dedicated numbers and addresses listed here.
You can also write to us at our main office address.
Can I come to your office in person?
Sure. If you’re in the local area, please drop in and see us! If you visit during normal office hours, Monday to Friday, there will always be someone happy to say ‘hello’ , show you around and talk with you about our Service.
I see you are part of a charity. Does that mean you provide services for free?
No. Being part of a registered charity means that we have no owners or shareholders and that any surplus monies raised from interpreting and translation go towards our training courses and local community projects. We are a professional service and that means our interpreters and translators are paid for their work.
If you are part of a charity, does that mean you are not as good as a commercial company?
Quite the opposite. With ISO9001 and ISO27001 Quality Standards, multiple national training and examination awards and a 20-year history of top-quality service delivery, we can at least match (and often exceed) the quality of service offered by commercial providers.
No offence, but are you a reputable company?
As befits an organisation managed by a registered charity of 75-years-good-standing, with the Queen’s Award for Voluntary Service, we have an established reputation for propriety and professionalism. You will not find innumerable one-star reviews online from disgruntled interpreters or customers or negative comments about our Service on online forums. You can use our Service with complete confidence, knowing that any association with us will reflect positively upon you and your organisation.
Do you provide face-to-face interpreting?
Yes. Over the past 20 years, we have established a reputation second-to-none for the quality of our in-person service.
Do you provide interpreters on the telephone?
Yes. Telephony is a large part of our overall service. We can set up a conference call for you almost immediately if required.
Do you provide video interpreting?
Yes. As you can imagine, the recent public health crisis has made remote interpreting more vital than ever. We can provide video interpreting via MS Teams, Zoom, AttendAnywhere or many other standard platforms.
What about written translations?
We undertake many hundreds of written translations every year. We can cover any language and any subject matter for you. Send the document through by email to receive a fixed quote.
Do you provide British Sign Language?
Yes. BSL and associated services have been a key part of our overall Service since the outset. But do bear in mind that BSL interpreters are very busy and can be booked up many weeks in advance. Accordingly, we would advise that you provide as much notice as possible.
What about Braille?
Yes, we can provide that for you as well. Send through your original document by email and we will be very happy to provide a quote.
That all sounds great! How can I use your Service?
Get in touch (see above). We will need to create an account for you. Once we have a clearer idea of your particular requirements, we will ask you to complete a very quick and straightforward registration process. Once you are a registered customer, you will receive an account number and you will be (as they say) good to go. You will find details of how you can make bookings in the section titled FAQ – I’M AN EXISTING CUSTOMER.
Hate to have to ask . . but what about the cost?
We have a totally transparent pricing structure for all our services. No nasty surprises after the event. You will receive a comprehensive Table of Charges prior to registration. You can then go ahead in the full knowledge of what the costs will be.
Do I have to pay a registration fee?
Do I have to sign a contract?
We have ad hoc and contractual customers. For customers who intend to use the Service on a regular basis, a contractual arrangement will offer lower charges and access to training opportunities for your staff and customers.
Is there a minimum level of usage required?
No. We have some customers who use our Service just once per year. We have others who call upon us several hundred times every month.
I’m just a member of the general public. I don’t work for the NHS or a Local Authority. Can I still use your service?
Absolutely. We regularly provide interpreting and translation services for private customers.
Thanks for answering my questions. What if I have a question not covered here?
You may find the answer elsewhere on this site. If not, just get in touch. It’ll be great to hear from you.