Complaints procedure

How to complain

Tell us what went wrong and what you would like us to do. E-mail [email protected] with the subject line Complaint, send a WhatsApp message to +90 850 255 5 444 on WhatsApp, or write to Hacettepe Tercüme Ltd. Şti., Kızılay Mah. İhlamur Cad. İhlamur Apt. No: 9/8, 06420 Çankaya, Ankara, Türkiye. Include your order number and, if a body rejected the translation, its written reason. You can complain in Turkish or English.

What happens next

1. Acknowledgement within 2 working days. We confirm that we have received the complaint and tell you who is handling it.
2. Investigation. The handler reviews the order file, the translation, the revision record and the correspondence, and may ask you for more information.
3. Full response within 10 working days. We tell you what we found, what we will do, and by when. If the matter is complex, we tell you within the 10 days when the response will come; it will not be later than 20 working days.

Where the complaint concerns an error or a format rejection, the remedy under our accuracy and acceptance policy is applied straight away, without waiting for the investigation to finish.

If you are not satisfied

Reply to our response saying that you want a second review. The managing director reviews the complaint and our handling of it and gives you a final written response within 10 working days. This is the end of our internal procedure.

Data protection complaints

Complaints about how we handle your personal data follow the same route and are answered in full within 30 days, as the UK GDPR, amended by the Data (Use and Access) Act 2025, requires. You may also complain to the Information Commissioner's Office (ico.org.uk) at any time, or to the Personal Data Protection Board in Türkiye. See our privacy notice.

Independent advice

If you are a consumer in the UK and our final response does not resolve the matter, you can get free advice from the Citizens Advice consumer service. We are not a member of a trade association with its own complaints scheme, so there is no association route; we say this so that you do not spend time looking for one. Your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, and your right to bring a claim in the courts where you live, are not affected by this procedure. See the terms and conditions.

What we do with complaints

Every complaint is logged with its cause and outcome. We review the log monthly and change templates, checklists and briefs where a pattern appears. Complaints about translations for a particular body feed into the format we use for that body. Read complaints and refunds questions.