Definition, inclusions and exclusions
The CCF's definition of complaint is “…an expression of dissatisfaction or finding of fault with the standard of service, actions or lack of actions by staff in the CCF.” Complaints will generally include the following:
- Failure to follow the CCF’s written guidelines and/or procedures.
- The unhelpful or insensitive attitude of a member of CCF staff.
- Neglect or unreasonable delay in answering a query or responding to a request for service.
The following types of complaint are excluded from the procedure:
- Complaints which amount to a disagreement with a funding decision. These are dealt with individually by the relevant Programme Director and CCF Assistant Director. These are acknowledged by the CCF within two working days of receipt and forwarded to the relevant Programme Director, who will make the response to the enquirer, via the CCF. The Programme Director may refer the correspondence to the DH Director of R&D. The role of the CCF is to administer and communicate the response to the enquirer.
- A matter which is currently the subject of litigation or legal proceedings.
The complaints system does not cover:
Relations between CCF staff and their contracted customers, which are covered by LGC’s Code of Conduct (where the CCF is based).