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:

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.

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:

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

The MRS publishes statements on complaints upheld by the Market Research Standards Board and the Disciplinary Authority. Statements remain on the MRS website for three months.

Complaints upheld by the MRS Market Research Standards Board within the last three months:

Complaints upheld by the MRS Disciplinary Authority within the last three months:

No recent decisions

Details of published statements on earlier upheld complaints are available from the MRS Standards Department codeline@mrs.org.uk.

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