Complaints policy

If we are not getting it right, please let us know.

IFS Complaints Procedure

IFS aims to provide high quality, evidence-based research which contributes to academic literature in economics and allows policymakers, interest groups and the public to understand policy issues better.  We believe we achieve this most of the time: if we are not getting it right please let us know.

In order to ensure our work remains at a high and improving standard, we have a procedure through which you can let us know if for any reason you are not satisfied with your dealings with IFS.

Where the issue is governed by a separate agreement (for example, if the complaint is about the delivery of a research report that is covered by a contract) then the terms of the agreement should be followed first.

If you are not happy with IFS please tell us

If you have a complaint about any of IFS’s work or conduct, please speak to the relevant staff member.  If you feel this is difficult or inappropriate then speak to the staff member's manager or the Director.

Making a written complaint

If you are not satisfied with our response or wish to raise the matter as a formal complaint, please write to @email indicating that the matter is a formal complaint. This email address is monitored and in the first instance complaints will be directed to the Head of Operations.

All formal written complaints, identified as such will be logged. You will receive a written acknowledgement within three working days.

The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If, after we have responded you are not satisfied, please write to the Director who will decide on any further steps to resolve the situation.  If, following such a response you are not satisfied, the Director will report the matter to the next appropriate meeting of the Trustees.

From time to time we receive complaints that do not relate directly to something that IFS has done or that we are not in a position to comment on. We are a charity with limited resources and we must use these in the best way possible.  There may therefore be some occasions when we choose not to respond to a complaint at all.  These include:

  • When someone unreasonably pursues a complaint that we have already responded to.
  • When a complainant is being obviously abusive, prejudiced or offensive in their manner or where a complainant is harassing a staff member or a complaint is incoherent or illegible.
  • When a complaint is about something that IFS has no direct connection to, or when a complaint has clearly been sent to us and numerous other organisations as part of a bulk mailing or email. In this instance we will decide whether it is necessary for us to reply or not.
  • IFS cannot respond to complaints made anonymously. However, we will investigate the complaint and use the information to improve in any way that we can.

IFS treats all comments and complaints as an opportunity to improve.  If we are not getting it right, please let us know.