If you have a complaint… (UK)

The below outlines how we deal with any complaint you may have. 

Do you have a complaint from outside the United Kingdom? If so, please use the ‘Contact Us’ link at the top of the page to get in touch.

If you have a UK specific complaint…

Please contact:

Jo Richards – Quality Director
TNS UK Ltd
6 More London Place
London
SE1 2QY  
e: jo.richards@tnsglobal.com  

Your complaint will be taken seriously and we will make every effort to resolve the problem straight away.

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.  Where relevant, we will require the identity of the researcher/interviewer/moderator which can be found on the thank you leaflet you were provided at the interview or on the invitation you received before the group.  If we require any further information in order to investigate your complaint we will contact you to request this.

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

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 receipt 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 receipt 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 receipt 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

If at any time you are dissatisfied with any aspect of our complaints process, you may write to:

Janet Higgins - Managing Director Operations
TNS UK Ltd
Buckingham House, Desborough Road
High Wycombe
Bucks 
HP11 2PR 
e: janet.higgins@tnsglobal.com   

If you are still dissatisfied

If you wish to pursue your complaint 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 contacting:

MRS
15 Northburgh Street
London
EC1V 0JR
Telephone: 0207 490 4911
Email: codeline@mrs.org.uk
Web: www.mrs.org.uk