Complaint handling

MRS is the professional body for market research practitioners and all MRS Members and Company Partners are bound by its Code of Conduct.

Your right to complain
This page explains how to make a complaint against an MRS member or an MRS Company Partner. 

These notes are intended for general guidance only and not as detailed explanations of the MRS Disciplinary Regulations or the Company Partner Complaints Procedure.

Who should I contact first?
In the first instance you should contact the research organisation directly. Members and Company Partners are obliged to assist in the resolution of complaints.

You can find contact details for research organisations in:

• The Research Buyers Guide
• The Register of MRS Company Partners

MRS has set out a model complaints handling standard for Company Partners which it will use as a guide to assess whether all reasonable steps have been taken to resolve the complaint before MRS will consider it.

• Complaint Handling Standard (24KB)

If you are dissatisfied with the Member's or Company Partner's response you may make a formal complaint to MRS.

How do I make a formal complaint?
If you decide to make a formal complaint you should complete the online complaint form, or alternatively write to the MRS Standards Department, giving as much information as possible.

Set out what your complaint is and where appropriate, the steps you would like taken to resolve it.

What happens next?
MRS takes all complaints about MRS members and MRS Company Partners very seriously. The MRS Standards Department will write to you when an initial assessment has been made of all issues relating to your complaint. Clarification of issues or further evidence may be required.

If MRS cannot investigate your complaint, detailed reasons will be given.

Investigation
All complaints are initially investigated by the Market Research Standards Board (MRSB). However, all MRS Members may request a disciplinary tribunal, after an initial investigation by the MRSB, and in such instances cases are referred to the MRS Disciplinary Authority. The Authority comprises MRS Fellows and individuals who are independent of both MRS and the market research profession.

Further information on the procedure can be found in the:

• MRS Disciplinary Regulations November 2023 (395KB)
• MRS Disciplinary Regulations: summary (134KB) 
• MRS Accredited Company Partner Complaints Procedure: summary (33KB)
• MRS Accredited Company Partner Complaints Procedure November 2023 (225KB)
• Indicative Guidance on Use of Sanctions (266KB)

Contact Julie Corney (julie.corney@mrs.org.uk) if you have any queries concerning the Regulations.