Raising a complaint
We want to make sure that everyone has the best possible experience of using Be Part of Research. We take complaints about our work, staff and levels of service very seriously.
If you would like to make a complaint, please follow the process below. We will work to resolve your complaint as quickly and effectively as possible, and learn from it to improve the quality of our service.
Any user of this site can make a complaint. We will help you progress any complaint, however we cannot resolve:
- complaints about a research study or the study team staff involved in the study
- complaints about your clinical care from your healthcare provider
If you have a complaint that is purely regarding the delivery or operation of the Be Part of Research website, then you should write to bepartofresearch@nihr.ac.uk or fill in the form on the 'Help with this site' page.
When you have made a complaint, we will:
- email you to let you know that we have received your complaint (if you have provided an email address)
- investigate your complaint thoroughly, fairly and quickly, while working towards an agreed outcome
- handle your complaint in a systematic, sympathetic, and proportionate manner
- aim to fully resolve your complaint
- treat all complaints with an appropriate degree of confidentiality - information will only be shared with staff as necessary to the investigation
Although we aim to respond to everything we receive, we are unable to do so if your correspondence:
- asks questions about topics outside the responsibility or remit of Be Part of Research
- contains offensive language
- is illegible or cannot be read
- is selling or promoting a product
