Complaints Handling Procedure

Connected Places Catapult (CPC, we, us) operates a two-stage complaints procedure.  Stage One gives CPC the opportunity to review and consider your complaint in full.  We will try to resolve your complaint to your satisfaction.  If you are not happy with our response, you will have the opportunity to take your complaint to Stage Two. Stage Two gives you the opportunity to have your complaint reviewed and considered by the Chief Operating Officer.

Stage One

Please put the details of your complaint in writing using the online complaints form here.  We ask you to do this to make sure that we have a full understanding of the reasons for your complaint. 

If you do not wish to use the online form you may email your complaint to complaints@cp.catapult.org.uk, or post it to

Complaints
Office of the General Counsel
Connected Places Catapult
Unity Place
200 Grafton Gate
Milton Keynes
MK9 1UP

For your complaint to be considered, you must include all of the following:

• Your full name
• Email address or return postal address
• Contact telephone number
• Description of your complaint with enough detail to enable us to investigate it

We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 7 days of receiving it. 

We aim to provide a full response within 28 days from the date on which we receive your complaint. If we are not able to give you a full response, we will update you within 7 days from the date of our acknowledgement.

We may request further information from you to enable us to respond to your complaint, and we ask that you respond to any such requests promptly so as not to delay the resolution of your complaint.

Stage Two

If you are unhappy with the resolution of your complaint in Stage One you may request that your complaint is escalated to Connected Places Catapult’s Chief Operating Officer.

You may request this escalation by sending your written request for escalation to the contact details above.

We will acknowledge receipt of your escalated complaint within 7 days of receiving it.  The Chief Operating Officer will review your original complaint, the company’s investigation and response, and your reason for escalating the complaint.

We aim to provide a full response within 35 days from the date on which we receive your request to escalate the complaint. If the Chief Operating Officer is not able provide a full response to your escalated complaint, we will update you within 14 days from the date of our acknowledgement.

We may request further information from you to enable us to respond to your escalated complaint, and we ask that you respond to any such requests promptly so as not to delay the resolution of your complaint.

During Stage One or Stage Two, we may also refer the matter to external advisers if the complaint relates to the company’s legal obligations or other matters which we, in our discretion, deem to necessitate obtaining such advice.