Customer Care

We value you and your business

Proofreaders checking a translation for quality assurance

Translation customer care is an easily overlooked part of being an effective translation company. As specialist retail translators, its hardly surprising that we benchmark ourselves against major retailers.

If Better Languages was an online retailer, we would aspire to be like Boden. Why? They have an excellent online platform, great products, and they also offer outstanding customer service. Our experience of their order process is great. However, they also give amazing after-sales support. As for customer care, their staff are always polite, knowledgable, as well as always being extremely professional. These are all attributes we value very highly.

Translation customer care:

We focus on our customers  in all we do. If you contact us for a translation quote, you will talk to a real person. Our staff know the translation industry, and we are not just a sales team. Our team will deal with your questions quickly and easily. We don’t use call centres. We don’t use online quote tools, but we won’t normally give prices over the phone. The reason for this is that every job is individual, and pricing varies with subject and language. Any special formatting requirements, and the purpose of the translation, also affect the price.

Office hours:

Our offices are open 9am to 5pm Monday to Friday, UK time, excluding UK public holidays. Outside of these hours it is best to contact us by e-mail. We will do our best to respond on the next working day. Please be as specific as possible about your requirements, and give full contact details.

Contacting by telephone:

We can deal with sales enquiries in English. For other languages it is best to contact us by e-mail in the first instance. We translate  into over 60 languages regularly. However, our translators are in many different locations. We don’t have them sitting round a table in our head office awaiting your call!

Country and language expertise:

Although we deal regularly with a wide range of languages, we don’t profess to know everything about every country. We make extensive use of in-country translators, and also use the most up to date terminology. It is particularly important if you require legal translations for other countries that you check any local requirements. Many countries have specific local rules.

Spain for example, has a system of certified legal translators for most official documents. It is likely that we would have to use one of these certified translators. We don’t expect you to know all the language requirements of a specific country. Please ask if you are unsure which languages you need. Sometimes you may not need translation at all. For example, some documents written in English won’t need translation, as English is an official language of India. However, to reach a large proportion of the population, you will probably need translation into a number of Indian languages. It is easy to give offence, and also to make a section of the population feel excluded.


We always use professional translators. They have specialist expertise in the type of text you require translating. They are also normally native of the target language.

Customer complaints:

Things rarely go wrong, but if they do, we work very hard to put things right. This is normally a partnership process. For example, have we misunderstood your needs, or has something gone wrong other than translation? We will work with you to find solutions. We also develop expertise as we work with a client. For example, you may have specific terminology you want us to use, or a specific style or tone. It’s much easier if we know and understand your requirements from the outset.