Some examples of when you should use this complaints procedure include:
- when we have said we would do something and it has not happened
- when the quality of our service was not as you expected, for example, when we took too long, lacked consistency or were unclear
- when a member of our staff, or someone working on our behalf, acted in an inappropriate or discourteous way.
You should not use this complaints procedure, if:
- you want to give us general feedback
- you want to compliment our services or our staff
- you disagree with a scientific or technical decision we have made regarding your application for a grant or innovation loan
- the issue you want to complain about is the subject of legal proceedings.