Making a complaint
At the MRC, we work hard to ensure that you have a positive experience when you contact us, and try to resolve your queries promptly and courteously. However, we accept that things sometimes go wrong, and value your feedback in the event of a problem occurring. This page explains how and when to make a complaint.
- Definition, inclusions and exclusions
- How we deal with a complaint
- Complaint about MRC response to requests under the Freedom of Information Act, Data Protection Act, or Environmental Information Regulations.
Definition, inclusions and exclusions
The MRC's definition of a complaint is: "an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by MRC Head Office." Complaints will generally include the following:
- Failure to follow the Council's legal obligations (including under the FoI, DPA and EIR).
- Failure to follow the MRC's agreed policies and/or procedures.
- The unhelpful or insensitive attitude of an MRC Head Office employee.
- Neglect or unreasonable delay in answering a query or responding to a request for service.
The following types of complaint are excluded from the procedure:
- Complaints which amount to a disagreement with a decision of the Council or one of its Boards or other Committees.
- A matter which is currently the subject of litigation or legal proceedings.
The complaints system does not cover:
- Relations between MRC Head Office and staff working in other MRC establishments or holding other MRC appointments.
- Any complaints by members of MRC staff which are covered by the MRC grievance procedure.
How we deal with a complaint
Your complaint will be acknowledged immediately and you will be given the timescale for our full reply. All complaints will be thoroughly investigated and you will be sent a full written response normally within 20 working days of your complaint being received. If, however, we are unable to send a final response within that timescale, we will send you an interim reply telling you why and when you may expect to know the outcome.
What to do if you have a complaint: Stage one
If you have a complaint about our service, you can tell us by telephone, in writing, by e-mail or by fax. Initially please make your complaint to the person dealing with your application or enquiry. If this officer cannot deal with your complaint to your satisfaction they will give you the name of a more senior officer whom you can contact.
What to do if you have a complaint: Stage two
If you remain dissatisfied, or if you are unsure whom you should contact, you may write to the Complaint Officer:
Contact: Carole Walker
Medical Research Council
14th Floor
One Kemble Street
London
WC2B 4AN
What to do if you have a complaint: Stage three
If, following the complaints officer's reply, you remain dissatisfied, we shall invite you to write directly to:
Chief Operating Officer
Medical Research Council
2nd Floor David Phillips Building
Polaris House
North Star Avenue
Swindon
Wiltshire
SN2 1FL
The Chief Operating Officer, will arrange for a further formal investigation to be carried out and will reply directly to you with his findings. He will also, at this stage, advise you of your right, if you remain dissatisfied, to contact any Member of Parliament who may agree to refer your complaint to the Parliamentary Commissioner for Administration (the Parliamentary Ombudsman).
Complaint about MRC response to requests under the Freedom of Information Act, Data Protection Act, or Environmental Information Regulations.
If you are not content that your request has been approached in an appropriate manner you may appeal using the MRC's complaints procedure. To do so, please contact the Complaint Officer:
Contact: Carole Walker
Medical Research Council
14th Floor
One Kemble Street
London
WC2B 4AN
Email: customer.service@headoffice.mrc.ac.uk
If you still remain dissatisfied, the next step is to contact the Information Commissioner. For details of how to take your complaint further, visit the Information Commissioner’s website or contact the Information Commissioner outlining your complaint, at:
FOI/EIR Complaints Resolution
Information Commissioner's Office
Wycliffe House
Water Lane, Wilmslow
Cheshire SK9 5AF
Main helpline - 01625 545745
Notification helpline -01625 545740
Switchboard operator - 01625 545700
Fax: 01625 524510
Email: mail@ico.gsi.gov.uk
MRC contact:
Contact: Carole Walker
Telephone: 0207 395 2287
Email: customer.service@headoffice.mrc.ac.uk