Investigation of complaintsOver the last three years the MRS Standards Department has received between 50 and 90 complaints each year.
Most of these complaints can be termed Secretariat Complaints – they are handled by members of the MRS Secretariat without the involvement of the Market Research Standards Board (MRSB). These complaints are usually about small matters that are quickly resolved by a phone call or exchange of correspondence with the MRS Member involved. Some of the complaints received cannot be investigated or resolved by MRS because the complaint does not involve an MRS Member or an MRS Company Partner. Where this is the case, this will be clearly explained to the complainant. The MRS Standards Department keeps a record of all complaints it receives and MRSB is informed of the outcome of all Secretariat Complaints. Where a serious complaint involving an MRS Member or an MRS Company Partner is received it is forwarded to MRSB for their attention. About 15 to 25 complaints each year become Disciplinary Cases. A Disciplinary Case takes about three to six months to be investigated by an Investigations Committee (IC) and for MRSB to make its recommendation. |
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