1.1 Purpose
This procedure sets out how Connected Places Catapult (CPC) receives, manages and resolves complaints relating to the handling of personal data.
It supports CPC’s Data Protection Policy and ensures that complaints are:
1.2 Definitions
| Data Protection Complaint | A concern raised by an individual regarding how their personal data has been handled. |
| Data Subject | An identified or identifiable individual whose personal data is processed. |
1.3 Scope
This procedure applies to all data protection complaints received by CPC, including those raised by:
A data protection complaint is any expression of dissatisfaction relating to CPC’s handling of personal data.
This includes concerns about:
2.1 How to make a complaint
Individuals may raise a complaint via any of the following channels:
Complaints may also be received through any CPC staff member. All staff must escalate such complaints promptly in line with this procedure.
Individuals are not required to use formal language or cite legal provisions.
Reasonable adjustments will be made where required to support accessibility.
2.2 Acknowledgement
CPC will acknowledge receipt of the complaint within 10 working days.
The acknowledgement will:
2.3 Assessment and Investigation
Responsibility for handling complaints sits with the Risk & Compliance / Privacy function, supported by Legal where necessary.
Investigations will be proportionate and risk-based, and may include:
CPC will assess:
2.4 Timeframes
CPC will provide a response without undue delay, and typically within:
Where a complaint is complex or requires external input:
2.5 Outcome and Response
CPC will provide a written response setting out:
2.6 Remedies and Corrective Actions
Where appropriate, CPC may take actions such as:
Corrective actions will be proportionate to risk and impact.
2.7 Escalation – Internal Review
If the complainant remains dissatisfied, they may request an internal review within 20 working days of the response.
The review will:
2.8 Escalation – Information Commissioner’s Office
Individuals have the right to raise concerns with the Information Commissioner’s Office (ICO) if they are dissatisfied with CPC’s response.
Details are available via:
https://ico.org.uk/make-a-complaint/
2.9 Non-Retaliation
CPC will not treat any individual unfairly or adversely for raising a data protection complaint.
2.10 Record Keeping and Assurance
CPC will maintain records of all data protection complaints to:
Insights from complaints may be reported to CPC’s:
Validate once.
Scale across infrastructure
Connected Testbeds is a concept being developed to link the UK’s real-world infrastructure testing environments into a coordinated national network, helping innovation move more easily from pilot to deployment.
The problem
The UK has world-class testbeds, living labs and innovation programmes, but these assets operate in isolation.
Instead of scaling, the system repeatedly resets. Connected Testbeds change that.
What is a connected testbed?
A Connected Testbed is a real-world infrastructure testing environment, physical or digital, that adopts a shared national Code of Practice for data, governance and evidence.
Testbeds include
Connected Testbeds builds on the existing landscape of living labs, innovation zones and sector-specific test environments — including the Station Innovation Zone at Bristol Temple Meads and the Connected Airport Living Lab, where new technologies are trialled within operational infrastructure.
When a testbed adopts the Code of Practice, it becomes part of a federated national network — continuing to operate locally while producing evidence that is recognised everywhere.
01
Federated, not centralised
Participants retain full sovereignty over their systems. We will be working up a project that outlines the aspects of data that allows proof of performance to travel with SMEs through the Connected Testbed system.
02
Validate once
Conduct rigorous testing in any participating Connected Testbed under the shared Code of Practice.
03
Document to standard
Evidence is captured in a consistent, interoperable format that any network participant can interpret immediately — allowing SMEs to work with future testbeds, leaders and procurers with confidence.
How to get started
Connected Testbeds is currently being developed with partners across industry and government. Whether you operate a facility, scale a technology, or shape policy, there is a clear route to engage.
Adopt the Connected Testbeds architecture to give your local experiments a pathway to using other testbeds and proving their product to potential buyers. Connected Testbeds can help link your local testing activity to a wider national network.
Build the evidence needed to move from pilot to commercial deployment. Access real-world testbeds through our programmes and industry network, validate performance and navigate infrastructure procurement pathways.
Connected Testbeds will provide a bridge between policy ambition and market adoption. Through well-governed real-world testing environments, generate trusted evidence, test new approaches to standards and assurance, and accelerate innovation across infrastructure systems.
Connected Places Catapult delivers measurable impact, transforming how people live, work and move. Our 2024-25 Impact Report shows how we bridge the gap between ground-breaking ideas and real-world solutions, accelerating innovation across transport, the built environment, and public services.
total funding secured by SMEs we supported
UK SMEs accelerated through our programmes
industry partnerships formed, exceeding our target by 53%
technologies advanced toward commercialisation
From zero-emission HGVs to maritime decarbonisation, we’re driving the transport sector’s transition to sustainable, accessible mobility solutions.
Advancing smart infrastructure, sustainable buildings, and inclusive urban spaces that support thriving communities.
Strengthening innovation economies across regions, improving productivity and creating equitable economic opportunities.
Building trusted frameworks for cross-sector collaboration and establishing the UK as a leader in digital twin technology.
We grow demand by connecting innovation buyers with cutting-edge solutions, while strengthening supply by helping SMEs scale and reach commercial viability.
in fuel costs and cut 22,500 tonnes of carbon emissions through innovative technology trials
in private investment secured by SMEs in 2024-25 alone
in grant funding secured in 2024-25 for UK innovators
convened at our Connected Places Summit 2025
Discover the complete story of how we’re accelerating innovation
Read our Impact Report and see how we drive innovation across transport, built environment, creating prosperous, sustainable, and inclusive communities.
Join over 780 partners across industry, academia, and government who are already part of our innovation ecosystem. Let’s explore how we can support your journey from concept to commercial success.
Contact us: info@cp.catapult.org.uk
Connected Places Catapult® is committed to ensuring that our website is accessible and usable by everyone, including disabled people. Our aim is to maintain compliance with Section 508 standards and the World Wide Web Consortium’s Web Content Accessibility Guidelines (WCAG) 2.2 Level AA.
We recognise that certain types of content, such as complex documentation or highly detailed graphics, may present challenges in achieving full accessibility. In such cases, we will make every reasonable effort to provide accessible alternatives or otherwise accommodate users’ needs where technological limitations exist.
We are continuously testing, improving, and enhancing our website to identify and remove barriers that may hinder accessibility. If we become aware of any content that does not fully conform to WCAG 2.2 Level AA standards, we will act in good faith to address the issue and ensure compliance wherever feasible.
Contact us
If you experience any difficulty accessing content on this website, or if you require alternative formats or additional support, please contact us: marketing@cp.catapult.org.uk
With the launch of the UK Innovation Strategy in 2021, and the Innovation, Science and Technology Framework in 2023, deploying public procurement as a driver of innovation has been recognised as a central UK policy objective. The 2024 Framework update said “We know that public procurement is a powerful lever to drive innovation nationally and nurture creativity and growth in local business communities”. However, as the Strategy spells out “the overall culture, expertise and incentive structure of the public sector means there is a low appetite for risk and experimentation”.
City REDI is a leading evidence-based and policy-focused academic research institute at the University of Birmingham, focused on inclusive economic, social, and environmental development.
Manchester Institute of Innovation Research (MIoIR) is a centre of excellence in the field of innovation studies based at the Alliance Manchester Business School.
Researcher in Residence (RiR) is an initiative developed by The Innovation Launchpad Network+, Innovate UK, Engineering and Physical Sciences Research Council (EPSRC) and Catapult Network. The scheme supports UK strategic goals, promotes academic engagement and is designed to enable researchers to work with the Catapults, undertaking a project or activity in an area of strategic importance. Successful applicants are awarded up to £50k to cover university salary costs, travel and accommodation during the placement, and consumables used at the host Catapult.
Chair of the Advisory Board, Head of Procurement Technical – IPEC
Rikesh Shah is an innovation expert, guest lecturer at the Royal College of Arts and Harvard University, non-executive advisor at Cities Today, London Transport Museum and See.Sense who joined the Catapult in October 2023 to Head of IPEC.
Associate Director – Connected Places Catapult
Malcolm Harbour is an Associate Director of CPC, with an expert steering role in the ‘Challenging Procurement” programme and in the development of IPEC. Chairs the Consortium for Research in Innovative and Strategic Public Procurement (CRISPP).
Academic Engagement Manager – Connected Places Catapult
Nick Woodward is Academic Engagement Manager and has been working with IPEC’s Academic Partners predominantly through CRISPP (Consortium for Research in Innovative and Strategic Public Procurement) since 2018, which is now renamed to IPEC Research.
Executive Director – Manchester Institute of Innovation Research
Elvira Uyarra, a Professor of Innovation Studies at Alliance Manchester Business School and Director of the Manchester Institute of Innovation Research, focuses on public procurement of innovation. Her research, featured in journals like Research Policy and Regional Studies, informs policymakers and international organisations like IADB and OECD on fostering innovation through procurement strategies.
Chair in Regional Economic Development – University of Birmingham
Professor Fumi Kitagawa holds Chair in Regional Economic Development at City Region Economic and Development Institute (City–REDI), University of Birmingham in the UK. She has conducted research related to regional innovation, entrepreneurship policies, and higher education policy and regional development, across a variety of local, regional, national and international contexts. She has expertise on the role of universities in innovation and entrepreneurial processes.
Register to stay up to date with our latest updates.
– IPEC, or the Innovation Procurement Empowerment Centre, is a specialised initiative focused on creating new value by bringing in innovative solutions through procurement. Our aim is to empower councils and local authorities to embrace innovative procurement practices, driving positive regional and national strategic outcomes by doing things better, cheaper, faster, greener and safer for public authorities through market innovation.
– IPEC offers structured Cohort Programmes that provide comprehensive support to public authorities seeking to implement innovative procurement strategies. These programmes cover end-to-end processes, from problem definition to market engagement, shaping trials, and evaluation. IPEC is open to different specialisms from procurement, finance, strategy, innovation, digital, sponsorship or senior executives. IPEC is open to all irrespective of your role or grade.
– One of our primary focuses is on cultural shift within public procurement. We advocate for a move from risk aversion to innovation drive. Through mission-led support, research, and community building, we work towards fostering a mindset that perceives procurement as a dynamic force for positive change.
– Yes, IPEC welcomes the participation of councils and local authorities interested in innovative procurement practices. Our programmes are designed to cater to a diverse range of public authorities, and we encourage organizations to apply to join our cohorts.
– IPEC addresses challenges aligned with strategic innovation agendas. For instance, challenges related to net zero transition, sustainability, regional growth, and other mission-driven objectives. Our mission-led approach ensures that procurement practices align with broader strategic goals.
– IPEC actively engages in original research, evaluation, and thought leadership initiatives. By advancing the understanding of innovation-friendly procurement practices, we contribute to building a robust evidence base and driving positive change in public procurement culture and practices.
On IPEC’s LinkedIn and webpages, we encourage the community to share best case-studies, challenges and ideas to support each other.
– Individuals and organisations can get involved by applying to participate in our Cohort Programmes. Additionally, they can engage with our community through our digital platform, events, and publications. We also welcome collaboration and partnerships with stakeholders who share our mission. Join our LinkedIn group to get the latest information on how you can get involved with IPEC: https://www.linkedin.com/groups/12865144/
– IPEC provides comprehensive support to participants in its Cohort Programmes, and there is no direct cost for councils and local authorities to join. We aim to eliminate financial barriers and make innovative procurement practices accessible to a wide range of public authorities.
– Stay updated by visiting our website regularly, where we share news, publications, and programme updates. Follow us on social media platforms such as LinkedIn for real-time updates and engaging content and sign up to our mailing list: https://www.ipec.org.uk/stay-informed/
– While our primary focus is on the Cohort Programmes, IPEC is open to exploring collaborations and providing support to organisations with aligned goals. For specific inquiries or partnership opportunities, please contact us directly: contact@ipec.org.uk.
Explore the various entry gates for effective innovation procurement — we recommend beginning with Gate 0 to establish the foundations for success. This guidance is tailored for public-sector transport professionals and decision-makers, supporting them to confidently initiate dialogue with their procurement, legal, or finance teams.
