Last updated 14 August 2026
Complaints procedure
If something falls short, we would rather hear it directly and early. This page sets out how to raise a complaint, what we do with it, and where to go if our answer does not satisfy you.
Email hello@researchbench.co.uk with your project details and a clear description of the problem. Complaints are acknowledged within two working days and answered in full within ten. If you remain dissatisfied, you can ask for the complaint to be reviewed by a senior member of Splash Solutions Ltd, and data protection concerns can be taken to the ICO.
Raising it
How to complain
Email hello@researchbench.co.uk with your project reference and a clear description of what has gone wrong. You do not need to use any particular form of words. If you would rather speak first, call +44 141 536 0269 — we will still confirm the substance in writing afterwards.
Our process
What happens next
| Stage | Timescale | What happens |
|---|---|---|
| Acknowledgement | 2 working days | We confirm receipt and tell you who is handling it |
| Investigation | Up to 10 working days | We review the correspondence, the deliverable and the work behind it |
| Response | Within 10 working days | A full written response, with what we propose to do |
| Resolution | By agreement | Usually a revision at no cost; a refund where that is appropriate |
| Review | On request | A senior member of Splash Solutions Ltd reviews the outcome |
If an investigation will take longer than ten working days — occasionally the case where a technical review of an analysis is needed — we will tell you why and give you a date.
Outcomes
What we usually do about it
Escalation
If you are still not satisfied
Ask for the complaint to be reviewed by a senior member of Splash Solutions Ltd. Say so in reply to our response and we will arrange it; the review is carried out by someone who was not involved in the original work.
For data protection concerns specifically, you may contact the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113 at any point. You are not required to complain to us first, although we would prefer the chance to put it right.
A complaint that reaches us is one we can fix. Most of what we have changed about how we work came from someone saying that something had not been clear enough.
Common questions
Answers before you ask
How quickly will you respond?
We acknowledge within two working days and give a full response within ten. If an investigation needs longer we tell you why and give a date.
Who handles complaints?
Initially the statistician assigned to your project, with oversight from Splash Solutions Ltd. A review, if you request one, is carried out by someone not involved in the original work.
Can I go straight to the ICO?
For data protection concerns, yes — you are not required to complain to us first. We would prefer the opportunity to resolve it, but it is your choice.
Will complaining affect my project?
No. Work continues normally while a complaint is investigated unless you ask us to pause it.
Send the data. Get a fixed quote.
Attach your dataset or just describe the project. A named statistician replies with a price and a deadline, usually within one working day.