Translation Services - Complaints Procedure
Version 12.5
Effective date: 10 August 2026
Korwen Ltd is committed to providing translation and related language services with reasonable care, skill and professionalism.
If something goes wrong or you are dissatisfied with our service, we encourage you to tell us so that we can investigate the matter and, where appropriate, put things right.
This Complaints Procedure applies to complaints concerning services provided by Korwen Ltd, trading as Korwen, including translation services offered through the Luciana Paquet website.
1. WHO WE ARE
Korwen Ltd, trading as Korwen, is registered in England and Wales under company number 09038909.
Registered office:
124 City Road
London
Greater London
England
EC1V 2NX
United Kingdom
Email: contact@korwen.uk
2. WHAT YOU CAN COMPLAIN ABOUT
You may contact us if you are dissatisfied with any aspect of our service, including:
- the quality or accuracy of a translation;
- an alleged omission or translation error;
- certification or formatting;
- delivery or delay;
- communication or customer service;
- billing or payment;
- the handling of your documents;
- confidentiality;
- the handling of your personal information;
- the way we responded to a previous concern; or
- another matter relating to services provided by Korwen.
If your complaint concerns personal data or data protection, please also see Section 9 — Data Protection Complaints below.
3. HOW TO MAKE A COMPLAINT
The easiest way to make a complaint is by email:
You may also write to:
Korwen Ltd
124 City Road
London
Greater London
England
EC1V 2NX
United Kingdom
Please include, where possible:
- your name and contact details;
- your order, invoice or project reference, if available;
- the document or service concerned;
- a clear description of the problem;
- when you first became aware of it;
- any relevant supporting documents or correspondence; and
- what outcome you would like us to consider.
You do not need to use any particular wording or form for us to treat your communication as a complaint.
4. WHAT HAPPENS WHEN WE RECEIVE YOUR COMPLAINT
We will record the complaint and review the information provided.
We may contact you if we reasonably need additional information or documents in order to understand or investigate the matter.
Depending on the complaint, we may review:
- the original source material;
- the translation supplied;
- the instructions provided to us;
- relevant correspondence;
- the quotation or order confirmation;
- applicable Terms & Conditions;
- relevant project records;
- the work of any translator, proofreader or subcontractor involved; and
- any other information reasonably necessary to investigate the complaint.
We will consider the complaint fairly and objectively.
5. TRANSLATION QUALITY COMPLAINTS
If your complaint concerns an alleged translation error, please identify the relevant wording or section as clearly as possible.
Where appropriate, Korwen should be given a reasonable opportunity to:
- review the alleged problem;
- compare the translation with the source material and agreed instructions;
- determine whether a correction is required; and
- correct any substantiated error.
If specialist terminology or a receiving organisation's particular requirements are involved, we may ask you to provide relevant information or evidence of those requirements.
A disagreement concerning style or preferred terminology does not necessarily mean that a translation is inaccurate.
However, we will consider all genuine concerns on their individual facts.
6. POSSIBLE OUTCOMES
The appropriate outcome will depend on the circumstances.
Where a complaint is upheld, possible action may include:
- explaining what happened;
- correcting a substantiated translation error;
- repeating part of the service where appropriate;
- supplying an amended document;
- providing clarification;
- improving our internal procedures;
- taking appropriate action with a supplier or subcontractor;
- providing a price reduction or refund where legally or contractually appropriate; or
- another reasonable remedy.
The availability of a particular remedy depends on the applicable contract, the circumstances of the complaint and any rights available under law.
Nothing in this procedure restricts any mandatory statutory rights.
7. HOW QUICKLY WE WILL DEAL WITH A COMPLAINT
We aim to deal with complaints as promptly as reasonably possible.
For ordinary service complaints, we will normally acknowledge receipt promptly and aim to provide a substantive response within a reasonable period having regard to the complexity of the matter.
Some complaints may require additional time, particularly where we need to:
- retrieve archived project material;
- consult the translator or another person involved;
- examine technical or specialist terminology;
- obtain additional information;
- consider a legal or insurance issue; or
- investigate a complex sequence of events.
If we cannot conclude the matter promptly, we will provide appropriate updates where reasonably necessary.
Different statutory requirements apply to data-protection complaints, as explained in Section 9.
8. PRESERVATION OF RECORDS
If a complaint raises a reasonable possibility of:
- legal proceedings;
- an insurance claim;
- a regulatory matter;
- a dispute concerning contractual obligations;
- a data-protection investigation; or
- another matter requiring preservation of evidence,
relevant records may be preserved and normal deletion schedules may be suspended.
Korwen may place relevant information under a Legal Hold where appropriate.
This may include source documents, translations, emails, messages, invoices, payment records and other relevant project information.
Records will only be retained for as long as there remains an appropriate legal, regulatory, contractual or evidential reason to retain them.
9. DATA PROTECTION COMPLAINTS
A data-protection complaint is a complaint concerning the way Korwen has processed or handled personal information.
Examples may include concerns about:
- access to personal information;
- use or disclosure of personal data;
- accuracy of personal information;
- retention or deletion;
- security;
- confidentiality;
- responding to a data-protection rights request; or
- another issue relating to your personal information.
You may make a data-protection complaint by contacting:
What we will do
For a data-protection complaint, Korwen will:
- provide a clear way for you to raise the complaint;
- acknowledge receipt within 30 days of receiving it;
- take appropriate steps to investigate the complaint without undue delay;
- make appropriate enquiries;
- keep you appropriately informed about progress; and
- communicate the outcome without undue delay.
Where we can investigate and provide a complete outcome within the initial 30-day period, a separate acknowledgement may not be necessary.
The 30-day requirement concerns acknowledgement of the complaint and does not mean every complex complaint must necessarily be fully determined within 30 days.
10. COMPLAINING TO THE INFORMATION COMMISSIONER'S OFFICE
If your complaint concerns data protection and you remain dissatisfied after contacting us, you have the right to raise the matter with the Information Commissioner's Office (ICO), the UK's independent data-protection regulator.
The ICO will generally expect you to have raised the matter with the organisation concerned first.
Information about how to complain is available on the ICO website:
ico.org.uk
Making a complaint to Korwen does not affect any separate right you may have to contact the ICO or seek another legal remedy.
11. COMPLAINTS ABOUT DOCUMENT AUTHENTICITY
Korwen provides translation services.
Unless we expressly agree in writing to provide a separate verification service, translating or certifying a translation does not constitute authentication of the underlying source document.
A complaint based solely on the subsequent discovery that a source document was false, forged, altered, invalid or factually inaccurate does not by itself establish that Korwen's translation service was defective.
We will nevertheless investigate whether Korwen:
- translated the source material accurately;
- complied with the agreed instructions;
- made any representation concerning authenticity; and
- acted in accordance with the applicable contract and professional standard.
Please also see our Document Authenticity Disclaimer.
12. THIRD-PARTY REQUIREMENTS AND REJECTION OF A TRANSLATION
Receiving organisations may impose their own requirements concerning:
- certification;
- wording;
- signatures;
- stamps;
- notarisation;
- apostilles;
- formatting;
- original documents; or
- other formalities.
A third party's decision not to accept a translation does not automatically mean that the translation was defective.
If a receiving organisation rejects a translation, please send us the reason given by that organisation so that we can review the matter.
Where the rejection results from a genuine translation error or failure by Korwen to follow agreed requirements, we will consider the appropriate remedy.
Where requirements were not disclosed to us before the order was placed, responsibility may depend on the circumstances and the applicable Terms & Conditions.
13. CONFIDENTIALITY
Complaints will be handled with appropriate confidentiality.
Information may be shared internally or with relevant translators, subcontractors, professional advisers, insurers or other persons where reasonably necessary to:
- investigate the complaint;
- obtain advice;
- respond to the complaint;
- defend or pursue a legal claim;
- comply with an insurance obligation; or
- comply with law.
Personal information relating to complaints is handled in accordance with our Privacy Notice.
14. INSURANCE AND LEGAL CLAIMS
Where a complaint may reasonably give rise to a claim covered by insurance, Korwen may notify its insurer and provide information reasonably required for the handling of that matter.
This does not mean that Korwen accepts liability.
We may also seek independent legal or professional advice where reasonably necessary.
The existence of this Complaints Procedure does not prevent Korwen or a complainant from exercising legal rights available under the applicable contract or law.
15. ABUSIVE OR UNREASONABLE COMMUNICATIONS
We will treat complainants fairly and respectfully and ask complainants to communicate with us in the same manner.
We may take reasonable steps to manage communications that are:
- threatening;
- abusive;
- discriminatory;
- persistently repetitive without new information;
- knowingly false or misleading; or
- otherwise unreasonable to the extent that they prevent proportionate investigation of the complaint.
Any restriction imposed will be proportionate and will not be used simply because someone has made a complaint or disagrees with our decision.
Where possible, we will continue to provide an appropriate route for legitimate issues to be addressed.
16. IF YOU REMAIN DISSATISFIED
If you disagree with our response, please explain:
- which part of the response you disagree with;
- why you believe the outcome is incorrect or incomplete; and
- any new evidence or information that you would like us to consider.
We will consider whether a further review is appropriate.
For data-protection matters, you may also complain to the Information Commissioner's Office.
Nothing in this Complaints Procedure prevents either party from exercising any legal right or remedy available to it.
17. CHANGES TO THIS PROCEDURE
We may amend this Complaints Procedure from time to time to reflect:
- changes in law or regulatory guidance;
- changes to our services;
- changes to our internal processes; or
- lessons identified through complaint handling.
The current version will be published on our website with its effective date.
CONTACT US
Korwen Ltd
Trading as Korwen
124 City Road
London
Greater London
England
EC1V 2NX
United Kingdom
Company number: 09038909
Complaints and general enquiries:
contact@korwen.uk
Complaints Procedure — Version 12.5
Effective date: 10 August 2026