Complaints Policy

Your right to complain

Our ambition is to provide all our Judge Panellists and clients with exemplary service, every step of the way.

On occasion Judges or clients may come away feeling unhappy with the service they received. Perhaps you had to wait a long time for us to answer your call. Perhaps you felt you didn’t get enough surveys to complete.

Sometimes things do go wrong and we know we’re not perfect. But we do aim to be. That’s why we have a complaints procedure.  Sometimes we can put things right. Sometimes we can only explain ourselves and apologise. But we want to learn from our mistakes and help improve our service for you and other clients.

We will treat your complaint confidentially, quickly and seriously.

What can I do?

It’s important that you tell us if you’re unhappy with the service you have received.

Judges should let the Membership Manager know that you’re not happy and the Manager should be able to solve the issue straight away. If you’re still not happy with the response, you can ask to speak to the Executive Assistant.

If the Executive Assistant isn’t able to solve the problem, you can move to the more formal complaints process.

Making a formal complaint

There are several ways to make a formal complaint about the consumer service. You can contact us using the details below. We have 20 working days to respond to your complaint.

If you know your email address, please quote this when you contact us.

How to contact us

By phone

YourPoll Customer Service Helpline:​ 01423 225166

Please note this service is open Monday to Friday 9am to 5pm (except bank holidays).


Customer service online help form.

Your complaint will be investigated by the Administration Manager under the direction of the Operations Director, unless your complaint is about the Administration Manager. They will aim to respond in full to your complaint in four weeks.

​If it is upheld, you will get a full apology and, where appropriate, be given details of any action that is being taken to put things right. If you are not satisfied with the outcome, you can ask for a further review.

Our colleagues have the right to do their jobs without being treated badly.

If you’re not happy with our response to your formal complaint, you can ask for a review within 20 working days of receiving our response.

Review of your complaint – Market Research Society (MRS)

If you are still dissatisfied with our 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.


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.