HDR UK strives to provide high quality services which meet customer needs. With our continuous improvement approach, and embodying our values of Transparency, Optimism, Respect, Courage and Humility, we view complaints as an opportunity to learn and improve for the future.
This policy covers all complaints from customers, this could be any individual, organisation or public contributor who has a legitimate interest in HDR UK.
It doesn’t cover those who are considered HDR UK staff, who should instead please see HR18 Grievance policy or P19 Speak up safely policy.
HDR UK will ensure that:
- There is a fair complaints procedure which is clear and easy to use
- We publicise our complaints procedure so that people know how to contact us to make a complaint
- Staff at HDR UK are aware of the procedure if a complaint is received.
We wish that all complaints are:
- Investigated fairly and in a timely manner
- Handled sensitively, informing only those who need to know or anonymising where possible and following any relevant data protection requirements
- Resolved and relationships are repaired wherever relevant and possible
- Handled in a transparent manner, with complainants informed of any outcome
- Used to gather information which helps us to improve what we do, within the bounds of data protection legislation, where applicable.
Making a complaint
If you wish to make a complaint, please include the following information:
- The complaint in your own words
- Your relationship with HDR UK
- Your name, email address and other contact details if preferred.
This should be sent either:
Via email to Enquiries@hdruk.ac.uk
Or in writing to,
HDR UK Complaints, Heath Data Research UK, 215 Euston Road, London, NW1 2BE
In the first instance the Business Operations team will review complaints received and will triage these to the team most relevant to respond.
In response to any complaints received, HDR UK will
- Ensure that complaints are investigated thoroughly to establish the facts of the case
- Consider all the relevant factors of the case when offering remedies
- Act fairly towards complainants as well as staff complained about without unlawful discrimination or prejudice
- Ensure that decisions are proportionate, appropriate and fair
- Provide honest, evidence-based explanations and give reasons for decisions
- Acknowledge mistakes and apologise where appropriate
- Keep full and accurate records. All complaints, responses and levels of escalation are to be recorded in 6A Continuous improvement action tracker as a customer complaint
- Take account of any injustice or hardship that results from pursuing the complaint as well as from the original dispute
We aim to respond to all complaints we receive within five working days of receipt and aim to resolve the issue at this first contact. However, if further investigation is required or the complaint is more complex, we will confirm that we have received the complaint and the steps we are taking to investigate further. In such cases we will provide a full response within a further 15 working days (from the date of first response sent) and will keep the complainant updated throughout this time.
If the complainant is not satisfied with the response, we have two escalation stages.
Levels of escalation
If a complainant is not satisfied with our response at first point of contact, the complaint will be passed to the relevant Director or Head of Department who will respond within five working days. If further investigation is required, we will keep the complainant informed and will aim to a have a full response within a further five working days.
If the complainant is still dissatisfied with the response given at Stage 1 then the complaint will be passed to the relevant Executive Committee member, who will acknowledge your complaint as soon as possible, with a full response being sent to you within five working days.