We are committed to providing a high-quality service to our user community.

Our Service First standards ensure responsiveness, quality and effectiveness throughout our operations.

Providing information

All external documents will include details of appropriate staff contacts (name, address, telephone, fax, email addresses etc).

An up-to-date website including details of all current competitions and available funding will be maintained. Amendments to stated information will be made within 15 working days.

General correspondence

A reply to written correspondence originating from the public and our external community will, where a response is required, be made within 15 days.

Applications for funding

Receipt of applications for funding will be acknowledged within 15 days.

Research proposers will be notified of the outcome of their proposals within 26 weeks of receipt, or advised of revised timetables if there are delays.

Equal opportunities

We will adhere to equal opportunities and anti-discrimination policies in all aspects of our activities including employment practices and participation in Council, Boards and Working Groups.

Guidance will be issued to employees, Council, Board and Working Group members, and applicants for funding, on the operation of these policies.

Standards of public life

We will uphold high standards of selflessness, objectivity, integrity, accountability, openness, honesty and leadership in all areas of our work (in compliance with the Seven Principles of Public Life set out by the Nolan Committee).

Financial payments

We will comply with the CBI code for payment of goods and services.

Consultation with users and customers

Consultation with users is integral to our work. We will take action to involve users appropriately in policy development and decision making.

A two yearly customer survey will be conducted enabling our customer communities to comment on the effectiveness and efficiency of our operation.


An established complaints procedure will operate and will be detailed in all relevant publications.

We will collect and publish data on our performance in meeting these standards of service in our Annual Report.

We welcome comments on our operations and our arrangements for providing acceptable standards of service to our users.