Complaints & Feedback | The Language Shop

We welcome your feedback on the language services provided or the service you have received from The Language Shop. If you wish to raise a complaint or provide feedback, this page explains how to do so, what to expect from the process, and how to contact us.

How to make a complaint

You can make a complaint in the way that suits you best:

Online – complete the complaint form on this page. This is the quickest way for us to receive and route your complaint.

By email – email us at moj@languageshop.org.

By phone – call us on 0203 038 6743, Monday – Friday 08:00am – 5:30pm.

In person or by post – The Language Shop, Newham Dockside, 1000 Dockside Rd, London, UK, E16 2QU.

What happens next

When we receive your complaint, we will acknowledge it within one working day. We will review what has happened, investigate fairly, and aim to provide a full response within ten working days. If we need longer, we will let you know why and when you can expect to hear from us. If your complaint relates to a Language Provider, we may work with them to investigate and resolve it. If you are not satisfied with our response, you can ask us to review the outcome.

Make a complaint

Please complete the form below. Fields marked with an asterisk (*) are required. We will use your details only to handle your complaint, in line with our privacy policy.

Your details

Full name *

Email address *

Contact phone number (optional)

Are you making this complaint on behalf of someone else?

Type of complaint *

Please choose the option that best describes your complaint:

1. Language Provider – interpreter performance (quality of interpreting or translation)

2. Language Provider – interpreter professional standards (conduct or behaviour)

3. The Language Shop – a policy or procedure

4. The Language Shop – customer service

5. Assessor standards or performance

6. Something else, or I’m not sure

Complaint detail

Date of the service or event (if known)

Booking or reference number (if known)

Which language was involved (if known)

Please describe your complaint *

What outcome are you hoping for? (free text, optional)

Attachments & consent

Attach a file (optional)

I confirm the information I have provided is accurate to the best of my knowledge *

I have read and understood the privacy policy *

Thank you – we have received your complaint. We will acknowledge it within one working day and keep you updated. Your reference number is [auto-generated].

Complaints and feedback to a Language Provider

Some complaints and feedback are best raised directly with the Language Provider who arranged the service. You can contact them using the links below: [Language Provider 1 name and complaints link] · [Language Provider 2 name and complaints link].