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Complaints

NERC provides information, funding, services and facilities to a large and diverse community - and so there are many ways you can contact us.

Promises

NERC will deal with all written complaints by:

  • acknowledging them immediately saying how long we will take to get back to you

  • fully and fairly investigating your complaint

  • sending you a full and swift response

  • considering your complaint when we review services for improvement

Procedure

To help us respond quickly and effectively we ask that you follow the procedures below.

Complaints concerning research grants, training awards and fellowships.

Complaints relating to NERC's response to requests made under the Freedom of Information Act, Data Protection Act or the Environmental Information Regulations.

If you have a complaint about any other aspect of NERC services please let us know in writing - by post, fax or electronic mail. Please describe the complaint clearly and tell us what you think we could do to sort things out. Please give us your name and full contact address details so we can reply to you.

Initially, please make your complaint to the person dealing with your requirements. If this person cannot deal with your complaint they will pass it on to a more senior person and give you their name.

If you are still dissatisfied or unsure of whom to contact, please write to the NERC Complaints Officer:

Jonathan Bates
People, Skills & Communication Director
Natural Environment Research Council
Polaris House, North Star Avenue
Swindon, SN2 1EU

If you remain dissatisfied following the Complaints Officer's reply, please write to:

Professor Duncan Wingham
Chief Executive
Natural Environment Research Council
Polaris House
North Star Avenue
Swindon
SN2 1EU

The Chief Executive will initiate a further formal investigation and reply to you directly with his findings. He will also advise you that if you are still not satisfied you can ask for your complaint to go to the Chairman of Council.

Finally, if the complaint remains unresolved, we will advise you that you may contact any Member of Parliament who may agree to refer your complaint to the Parliamentary Commissioner for Administration (the Parliamentary Ombudsman).