Standards of service
MRC Head Office is committed to providing a high-quality, accessible and responsive service and to monitoring our performance in key areas.
The MRC undertakes to:
- Abide by equal opportunities and anti-discrimination legislation.
- Ensure that procedures exist for consulting our stakeholders proactively.
- Provide contact details (postal and email addresses and telephone and fax numbers) on all external correspondence.
- Uphold high standards of integrity in all areas of our operation.
- Operate a complaints procedure.
- Maintain an up-to-date website.
Courtesy
We will be courteous, accurate and helpful in all our dealings with you and ensure that the confidentiality to which you are entitled is respected.
Named staff
We will identify ourselves by name, in all correspondence, on the telephone and in face-to-face contact with you. Where appropriate we will also wear name badges or provide nameplates at the meetings we organise.
Prompt response
We will always try to answer telephone calls promptly. If the person you speak to cannot deal with your enquiry in full you will be passed to someone who can. If necessary we will call you back.
We aim to answer all general enquiries from you within 20 working days of receipt. If we cannot provide a complete response within this period, for example if your question requires detailed investigation, we will let you know why and when you may expect a full response.
Feedback
We welcome positive feedback and you can contact us via email at the following address: corporate@headoffice.mrc.ac.uk. However if you believe that things have gone wrong, we also want to hear about it so that we can put things right as quickly as possible.
We operate a formal complaints procedure. All complaints received are subject to a full and fair investigation and are examined for ways of improving our service provision in the future.