Feedback on our performance
We would like you to find your experience of working with The Genome Analysis Centre (TGAC) and the contribution it makes to your project is productive. We would like to hear from anyone who feels we are doing things well or who has comments on how we can improve, please fill in the Feedback Form. If problems occur in your project or you have cause for concern, we would like to rectify it straight away, so please speak to your TGAC project manager about your concerns. Where matters are not dealt with as you would like you can make a formal complaint; further details are given below.
Complaints procedure...if things go wrong
We are committed to providing you with the highest possible standard of service. If things go wrong and you cannot get a satisfactory solution by speaking to your normal contact please use the following process.
How to make a complaint
If you wish to complain please speak initially to your project manager who will try to sort things out for you directly, or will put you in touch with someone who can help. Alternatively, you can call our business support team on 01603 450809 or fill in the Complaint Form.
Our response
We respond to all complaints. If you send your complaint by email or post, we will send an initial acknowledgement of receipt of a complaint within three working days and aim to send a full response to complaints within ten working days of receipt. If we cannot respond fully within ten working days, we will keep you informed on the progress of our investigation.
Taking it further
We try to put things right the first time, but if you are not satisfied with the way your complaint was handled and wish to take the matter further please write to Professor Jane Rogers, TGAC’s Director. Your feedback will be shared with TGAC’s Senior Management Team and Board of Trustees, so that formal changes can be made where necessary.
If you are not satisfied with the outcome of your complaint, you can contact our Chair of Trustees Board by writing to The Genome Analysis Centre, Norwich Research Park, Norwich NR4 7UH or emailing tgacchair@tgac.ac.uk
