Customer service

The Economic and Social Research Council is committed to providing a high-quality service to its user community.

Our Service First standards are intended to underpin the provision of this service and ensure responsiveness, quality and effectiveness throughout our operations.

Providing information

All external documents will include details of appropriate staff contacts (name, address, telephone, fax, email addresses etc).

An up-to-date website including details of all current competitions and available funding will be maintained. Amendments to stated information will be made within 15 working days.

General correspondence

A reply to written correspondence originating from the public and our external community will, where a response is required, be made within 15 days.

Applications for funding

Receipt of applications for funding will be acknowledged within 15 days.

Research proposers will be notified of the outcome of their proposals within 26 weeks of receipt, or advised of revised timetables if there are delays.

Equal opportunities

The Council will adhere to equal opportunities and anti discrimination policies in all aspects of its activities including employment practices and participation in Council, Boards and Working Groups.

Guidance will be issued to employees, Council, Board and Working Group members, and applicants for funding, on the operation of these policies.

Standards of public life

The Council will uphold high standards of selflessness, objectivity, integrity, accountability, openness, honesty and leadership in all areas of its work (in compliance with the Seven Principles of Public Life set out by the Nolan Committee).

Financial payments

The Council will comply with the CBI code for payment of goods and services.

Consultation with users and customers

Consultation with users is integral to the Council's work. Action will be taken to involve users appropriately in policy development and decision making.

A two yearly customer survey will be conducted enabling our customer communities to comment on the effectiveness and efficiency of our operation.

Complaints

An established complaint procedure will operate which is detailed in all relevant Council publications.

The Council will collect and publish data on our performance in meeting these standards of service in the Annual Report and on the website.

We welcome comments on our operations and our arrangements for providing acceptable standards of service to our users. Please contact us in the first instance.