Complaint & Dispute Resolution Policy
Transparency | Accountability | Consumer Protection
How do I file a complaint about Notary Services in Thailand?
Our Policy:
At NYC Translation & Notary Services, we adhere to the strict ethical standards of the Lawyers Council of Thailand. If you are dissatisfied with our service, you can file a complaint directly with our Compliance Department via email at [email protected] or Line ID @NYCLI. We acknowledge receipt within 24 hours and aim to resolve all standard disputes within 3-5 business days. If the issue involves an error on our part (e.g., rejection by the MFA due to our mistake), our policy is to offer immediate rectification at no cost or a full refund of the service fee.
- Channel: Email or Line (Official Channels).
- Response Time: Acknowledgment in 24 hrs.
- Refunds: Guaranteed for rejection due to our error.
- Escalation: Lawyers Council of Thailand or OCPB.
Unshakeable Authority: Accountability
Registered Legal Entity vs. Freelance Agents
The biggest risk in the Thai legal service market is the "ghost agent"—freelancers who operate with no office, no license, and no liability. If they make a mistake, they block your number. NYC Translation & Notary Services Co., Ltd. (Reg No: 0435567000061) is a registered entity with physical headquarters. We cannot disappear. We are legally accountable under the Civil and Commercial Code and the Consumer Protection Act. This corporate structure provides you with a tangible safety net.
Meet Our Compliance & Ethics Committee
Our senior attorneys oversee internal quality control and dispute resolution.
Head of Compliance
Senior Attorney with 20+ years of experience. He reviews all formal complaints alleging professional misconduct or negligence to ensure our team adheres to the Lawyers Council's Code of Ethics.
Customer Mediation
Specializes in mediating disputes regarding family law document processing. She ensures that sensitive personal data is handled correctly during any dispute resolution process.
Service Quality Audit
Monitors the success rate of visa and legalization applications. If a pattern of rejection emerges, he initiates a root-cause analysis to correct our internal processes.
Legal Liability
Advises on compensation claims. If a client suffers a financial loss due to a proven error in a property deed verification, he manages the indemnity process.
External Arbitration
Liaises with external bodies like the Office of the Consumer Protection Board (OCPB) if a dispute cannot be resolved internally, ensuring transparency.
Contractual Terms
Drafts our Service Agreements to be fair and transparent. She ensures our Terms & Conditions clearly state what is guaranteed (e.g., our work) and what is not (e.g., government discretion).
Legal Knowledge Hub: Your Rights & Our Policy
We believe an informed client is a protected client. Here is how we handle issues.
1. The "Error Free" Guarantee
We guarantee that our translations and notarial stamps will meet the formatting standards of the Thai Ministry of Foreign Affairs (MFA). If the MFA rejects a document because of a typo, formatting error, or because our Attorney's signature was not updated in their system, we accept full responsibility. We will re-process the document immediately at our own expense (including paying the government fee again) or provide a full refund of the service fee charged.
2. Refund Policy: Clear & Fair
Refunds are processed within 7 working days.
Full Refund: If we fail to deliver the service due to our inability or error.
Partial Refund: If you cancel the service after we have started work but before completion (deducting work done).
No Refund: If the rejection is due to your document being fake, expired, or if the government changes the rules retrospectively. Also, third-party fees (embassy fees) already paid are non-refundable.
3. Consumer Rights (OCPB)
Under the Consumer Protection Act B.E. 2522, you have the right to fair contract terms and accurate information. We adhere to this by providing clear quotations before work begins. We do not have hidden fees. If a dispute arises, you have the right to file a complaint with the Office of the Consumer Protection Board (OCPB), and we will cooperate fully with their mediation.
4. Lawyers Council Ethics
Our Notarial Services Attorneys are bound by the regulations of the Lawyers Council of Thailand. This prohibits them from certifying false documents, overcharging beyond agreed rates, or neglecting their duties. If you suspect professional misconduct, you can report the attorney (by name and license number, which we provide) to the Lawyers Council. We support this transparency.
5. Dispute Resolution Steps
Step 1: Notification. Contact your case manager via Line or Email.
Step 2: Investigation. Our Compliance Head reviews the file, chat logs, and the rejected document.
Step 3: Proposal. We propose a solution (Fix/Refund/Explanation) within 3 days.
Step 4: Resolution. Upon agreement, we execute the fix or refund.
Most issues are resolved at Step 1.
6. Liability Limitations
While we guarantee our work, we cannot guarantee the outcome of a visa application or a court case, as these depend on the discretion of the official/judge and the strength of your other evidence. Our liability is limited to the value of the service fee paid to us, plus any direct re-application costs caused by our error. We are not liable for consequential losses (e.g., missed flights) unless due to gross negligence.
7. Privacy & Data Handling Complaints
If you believe your data has been mishandled under the PDPA (Personal Data Protection Act), you can contact our Data Protection Officer (DPO). We investigate all data breaches immediately. We do not sell client data. If a breach occurs, we notify the relevant authorities and the affected clients as required by law.
8. Force Majeure
In events beyond our control (e.g., MFA system crash, Embassy closure due to strikes/covid, natural disasters), we are not liable for delays. However, we will communicate proactively and offer options (e.g., switching to urgent service once open) to mitigate the impact.
9. Feedback Mechanism
We actively solicit feedback. After every completed job, clients are encouraged to rate us. Negative feedback triggers an automatic review by management. This continuous improvement loop helps us prevent disputes before they happen.
10. The "No Fake Documents" Policy
If we discover a client has submitted a forged document for us to notarize, we will immediately terminate the service without refund and may report the incident to the authorities. We protect the integrity of the system and our license.
WARNING: The Risk of Unlicensed Agents
Why a "cheap" service often has no recourse.
- No Refunds: Ghost agents often block you on Line/WhatsApp the moment a problem arises. You have no office to visit and no legal entity to sue.
- No Liability: If an unlicensed agent loses your original Passport, they have no insurance to compensate you. NYC carries professional responsibility.
- Fake Resolutions: Some agents solve a "rejection" by forging the approval stamp. This puts YOU in legal jeopardy. We solve rejections by correcting the work legally.
Safety First. Choose a provider with a clear, written Dispute Resolution Policy.
Case Studies: How We Fix Problems
Honest examples of dispute resolution.
Case 1: The MFA Formatting Rejection
Issue: The MFA rejected a translation because the font size of the "Garuda" emblem description was too small.
Our Action: We admitted the oversight. We edited the document, re-printed, re-signed, and sent our runner back to the MFA the next morning. We paid the express fee.
Result: Client received the legalized document 1 day late but at no extra cost.
Case 2: The Lost Document (Courier)
Issue: A courier company (third party) lost a package containing a client's affidavit.
Our Action: Although it was the courier's fault, we took responsibility for the solution. We helped the client re-draft the affidavit, re-notarized it for free, and used a premium courier for the replacement.
Result: Client satisfied with the support.
Case 3: Refund Request (Change of Mind)
Issue: Client paid for translation but canceled 2 hours later because they found the original English version.
Our Action: Since work had not significantly started, we issued a full refund minus a small bank transfer fee (30 THB). Processed within 24 hours.
Result: Client posted a 5-star review for honesty.
Case 4: Visa Rejection (Client Error)
Issue: Client's visa was rejected. They blamed our translation. Investigation showed the rejection was due to insufficient funds in their bank account.
Our Action: We provided a detailed explanation of the rejection letter (which was in German). We confirmed our translation was accurate. No refund given, but we offered a discount on the next application.
Result: Dispute resolved amicably.
Case 5: The "Urgent" Deadline Miss
Issue: We promised delivery by 5 PM. The motorcycle messenger got a flat tire and arrived at 6 PM.
Our Action: We apologized for the delay. We refunded the "Urgent Fee" portion of the payment as a goodwill gesture.
Result: Client appreciated the accountability.
Frequently Asked Questions (FAQ)
How long does a refund take?
Once approved, refunds are processed within 3-7 working days, depending on the bank processing time. We usually transfer back to the original source account.
Can I complain to the police?
If you believe a crime (fraud) has been committed, yes. However, for service disputes (quality, delay), the OCPB is the correct government channel. We are confident that our internal resolution process is faster and fairer than external channels.
Do you have insurance?
Yes, as a professional services firm, we carry professional indemnity coverage to protect against significant errors or omissions.
Who is the final decision maker?
Disputes that cannot be resolved by front-line staff are escalated to the Managing Director, who reviews the case personally.
Where can I see your terms and conditions?
Our T&Cs are printed on our invoices and available on our website footer. They outline the scope of service and limitation of liability clearly.
Service Area Coverage: All of Thailand
We provide accountable services nationwide. Visit our HQ to speak with a manager.
