Complaints procedure

Contents

How to make a complaint

Step 1

The person who dealt with your enquiry, application or project can usually resolve your complaint. You should contact them first.

Step 2

If this person can’t resolve your complaint or if you are not happy with their response, you can contact us by letter or email:

Complaints
Complaints Officer
Innovate UK
Polaris House
North Star Avenue
Swindon
SN2 1FL

Email complaintsofficer@innovateuk.ukri.org

We will acknowledge your complaint within three working days. We will write to you about your complaint within 10 working days. If we can’t respond by this date, we will tell you why. We will also tell you when we will be able to reply.

Our complaints officer will be responsible for dealing with your complaint. They will work with a relevant senior member of staff to resolve it. They will:

  • agree all the issues and facts with you if the information provided is unclear
  • collect relevant information
  • assess the validity of your complaint
  • let you know the outcome and, if relevant, any action taken.

Step 3

If you are still unhappy with the outcome, you can ask us to escalate your complaint. We will escalate it to an Innovate UK director or a head of department. If your complaint is about a specific section or department, we will appoint a director or head of department from a different team. If this isn’t possible then we will ask our chief executive to review your complaint.

At this stage, we may request for someone in your organisation at an equivalent high level to be involved too.

Step 4

If you are still not happy with the outcome, you can email the UKRI Central Complaints team at complaints@ukri.org. They will investigate the matter further.

Step 5

If you feel we have still not resolved your complaint, you can take it to the Parliamentary Commissioner for Administration. This is the Parliamentary Ombudsman. You can get information on how to do this from the Ombudsman.

Last updated: 10 January 2022

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