Feedback & Complaints

Our promise

Community Research aims to achieve excellence in market research and we welcome feedback to help us improve what we do. We want participants in our research to have a good experience. Where this is not the case, we want people to feel they can make a complaint, that it will be taken seriously, and that we will try and put things right.

If you wish to offer feedback or to complain we promise the following:

  • A standard process that deals with feedback in a consistent manner.

  • That all feedback is dealt with in a timely and appropriate manner.

  • Impartial consideration of concerns and complaints.

  • A resolution that is to the satisfaction of both complainant and the company wherever possible.

  • That we learn from feedback and make recommendations for future process and policy improvements.

This policy is intended as a guide to resolving issues and sharing best practice. If the feedback or complaint is in relation to privacy or is GDPR related, please take a few moments to review our Privacy Policy which can be found on our here.

How to share feedback or make a complaint

Any party may provide feedback to any employee of Community Research at any time about any aspect of the company’s activities. For most research projects, we gather feedback at the end of the project to capture participants’ experiences. We review feedback and actively look for opportunities to do things differently.

Feedback and complaints can also be submitted by:

All feedback, particularly that relating to a complaint, is dealt with sensitively and confidentially. To aid us with any feedback or complaint, it helps us if you can include the following information:

  • Your name

  • An email address

  • All relevant details to your complaint or feedback.

What you can expect from us

  • We will acknowledge your complaint within 2 working days.

  • We will aim to respond to your complaints within 2 weeks. Sometimes further investigation is required to enable us to respond: if we think that this is the case we will contact you to let you know this and explain how long we think it will take before we can reply in full.

 If you are not satisfied

We will do our best to ensure that any person making a complaint is satisfied with the way we handle it. However, if you are not satisfied, then you can raise you complaint with the Market Research Society: Complaint handling | Market Research Society (mrs.org.uk)