Feedback and complaints about Nesta
www.nesta.org.uk/feedback-and-complaints-about-nesta/
www.nesta.org.uk/feedback-and-complaints-about-nesta/
We are interested in your views. If you don't have a contact at Nesta, please write to us at [email protected]
For information about how we handle your personal information please see our Privacy Policy.
If you have a complaint about Nesta or the way you have been treated by us, you can complain to us by following the process set out below.We aim to:
You may be disappointed if we turn down your application for funding from Nesta, but you cannot use this complaints process to appeal against that decision. We can only look at your application again if you can show that we did not follow the published process for assessing your application.
If you have a complaint about Nesta, we suggest that you first contact the member of staff you have been dealing with. If you complain in person or by phone, we will try to resolve the issue there and then. If you complain by email or in writing, we will acknowledge your complaint within five days, and do everything we can to resolve it within 21 days. We hope to settle most complaints as quickly as possible in this way.
If you are not happy with our first response to your complaint, then you can get back in touch with us by email or writing to our Group General Counsel at the address below. We will acknowledge your complaint within 5 days. Your complaint will be reviewed by an Executive Director and we will respond to you in writing within 30 days.
If you are still unhappy with their response, you can then write to our Chief Executive, who will review your complaint and respond within 30 days.
If for any reason your complaint is still unresolved, you can then write to the Chair of our Board of Trustees. We will contact you within seven days and let you know how quickly the Chair or another Trustee will be able to consider and respond to your complaint.
When writing to us about a complaint, please set out the facts as clearly as possible in a logical order. Remember to include important details and dates where possible and the names of anyone you dealt with at Nesta. Please explain what you would like us to do to put things right and let us know how we should contact you.
If for any reason, we cannot meet the timescales set out here, we will let you know and give you a new deadline for a response.
Nesta recognises the importance of maintaining good data handling processes and appropriate security in respect of personal data, and of responding properly to requests made by data subjects about their personal data. If you are unhappy with how we are using any Personal Data that we may hold about you or how we have handled any request you’ve made in relation to your personal data that we process, please contact our Data Protection Officer by emailing or writing to them using the details below. Please provide full details of your complaint, including the circumstances, timelines and the names of the team or individuals involved (where relevant). You may be asked to provide additional evidence of your identity, so we can be sure who we are communicating with.
If you make a complaint on behalf of another person, you will need to send us proof they have said you can do so.
We will acknowledge your complaint within five days, and a member of Nesta’s Legal team will investigate your complaint, and respond to you in writing without undue delay and in any event within 30 days. We will keep you informed of progress and provide an explanation for our response. If we determine that we need longer than 30 days to investigate and respond to your complaint, we will let you know within 30 days of receiving your complaint.
If you are unhappy with the response, you can ask that Nesta’s Data Protection Officer review the response, and we will write to you with the outcome of that review without undue delay and in any event within 30 days. We will keep you informed of progress and provide an explanation of our response.
You have the right to complain to the Information Commissioner’s Officer (the “ICO”, the UK’s data protection regulator) at any time:
We would be grateful, however, if you could first provide us with the opportunity to investigate and respond to your complaint directly in line with the process set out above.
Nesta is a registered charity regulated by the Charity Commission and by the Office of the Scottish Charity Regulator. Their contact details are as follows:
The Charity Commission
Charity Commission First Contact
PO Box 1227
Liverpool L69 3UG
Tel. 0845 300 0218
Office of the Scottish Charity Regulator
2nd Floor
Quadrant House
9 Riverside Drive
Dundee DD1 4NY
Tel. 01382 220446
