We would be grateful for, and pay careful attention to, any feedback and other comments. These might, for example, concern:

  • the quality, including accessibility, of our website.
  • our choice of research subjects, the quality of our research, the use we have made of research findings, and what we might usefully research in future.
  • the conduct, choice and effectiveness of our ‘campaigns’, and how we might better achieve our objectives (and, of course, the suitability of our objectives).
  • our level of ‘stakeholder’ service, and whether “stakeholders” feel they have been well treated.


We have not, so far, received any complaints. However, if you have one, please don’t hesitate to let us know. We welcome the opportunity to address, and we hope resolve, any problems or concerns; and to, in the process, improve our organisational practices.

A copy of our complaints procedure will be sent on request, but, in summary, is as follows:

  1. Stage one (informal resolution): explain the problem to us, if possible on the phone, and we will try and resolve it straight away. We will, at this stage, offer to find out which organisations might be able to provide you with information and/ or support relevant to your complaint.
  2. Stage two: if the problem is not resolved informally to your satisfaction, you can submit a formal complaint, in writing if possible, to the trustee designated to deal with complaints. We would be glad, if requested, to search for someone to act as an advocate on your behalf.
  3. Stage three: if the problem has still not been resolved to your satisfaction, you can submit the complaint to the whole board of trustees.
  4. Stage four: if the problem has still not been resolved to your satisfaction, you can, with rare exceptions, raise it at the AGM (whether or not you are a member of PIRU).

We are well aware that many complaints procedures appear designed to wear down the complainant, and distract them from taking damaging legal action; and seem, after a long and confusing process, to invariably exonerate the organisation.

We are, therefore, committed (if we get a complaint) to:

  • treating each formal complaint as an organisational priority, with, for example, the designated complaints trustee being required to provide progress reports to the board.
  • ensuring that the individual making the complaint is provided with appropriate information, support, and assistance.
  • making any adjustments we can practically make (and not just those which might be considered reasonable) to ensure that someone is not placed at a significant disadvantage, in making a complaint, as the result of an impairment, having English as a second language, or any other relevant aspect of their circumstances.
  • ensuring that the complaint is dealt with fairly and quickly, and with the over-riding objective of resolving it to the satisfaction of the complainant.