Complaints procedure


When to use this complaints procedure

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.

Last updated: 10 January 2022

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