If  you have a complaint

Please contact a member of staff at the number below. Your complaint will be taken seriously, and we will make every effort to resolve the problem straight away.

You can contact us at: 01242 256816 or email  complaints@phoenixmrc.co.uk.

To help us deal with the complaint as speedily as possible it would be helpful if you could provide us with details of the research project and the identity of the researcher/interviewer/moderator. If you are a participant in a survey, this information can be found on the thank you leaflet you were provided at the interview or on the invitation you received before the group or interview. For telephone or online research, please provide your telephone number or email address respectively and a short summary of what the questionnaire was about should be enough to allow us to find the relevant project.

Occasionally we may ask you to outline your complaint in writing to ensure we have a thorough understanding of the facts.

Should you say you wish your complaint to be addressed/passed on to the sponsor of a research project, we will ensure that your comments are not linked to any of your other personal information or survey responses.

What happens if we cannot resolve your complaint straight away?

There may be occasions where we need more time to carry out investigations and, therefore we will not be able to resolve your complaint straight away. If this is the case, we commit to the following timetable:

Within 5 business days from the date of your complaint

We will try to provide you with a full reply. If this is not possible, we will confirm in writing that we are looking into your complaint and who will be handling it on your behalf.

Within 2 weeks from the date of your complaint

Your complaint will have been investigated and we will write to you with our response. If we are still not in a position to resolve your complaint then we will inform you of the reasons and when we will make contact again.

Within 4 weeks from the date of your complaint

In the unlikely event that your complaint has not been resolved at an earlier stage, we will write to you with our final response.

If you are dissatisfied with our complaint process

If you are dissatisfied with our complaints process and wish to pursue your complaint further you have the right, within three months of our final response, to ask The Market Research Society (MRS) to review your case. You can find out more about MRS by completing this online form  or writing to MRS Standards Department, 15 Northburgh Street, London EC1V 0JR. Telephone: 0207490 4911 Email: codeline@mrs.org.uk  www.mrs.org.uk

As accredited MRS Company Partners, we will co-operate with the MRS to assist in the early resolution of any complaints involving Phoenix MRC Limited, as specified in the MRS Code of Conduct 2023.

An up-to-date complaints policy is available on the Phoenix MRC website.

Reviewed, updated & approved September 2023