Overview

We aim to provide high-quality services and to conduct our work professionally, fairly and responsibly.

If you are dissatisfied with our services, work or conduct, please tell us. We will consider your concern promptly, fairly and objectively.

Raising a concern or complaint in good faith will not result in you being treated unfairly or disadvantaged.

Giving us feedback

Not everything you want to tell us is a complaint. If you want to share a suggestion, tell us something went well, or point out something we could do better, email hello@bordercrossingux.com and we will read it. You do not need to use the complaints process for this.

If you would rather we treated your feedback as a complaint, tell us and we will.

Who can make a complaint

Our complaints process is open to:

  • clients
  • customers, users, service users, members of the public or other people affected by work we undertake for a client
  • research participants
  • suppliers
  • other people or organisations directly affected by our work

Where our work has been undertaken for a client, the client’s own complaints process may also apply.

How to make a complaint

You can contact us in whichever way suits you best.

By email complaints@bordercrossingux.com

By telephone +44 (0)131 467 9227. Office hours 9 am to 5 pm, Monday to Friday. If we cannot take your call, leave a message and we will call you back within 2 working days.

By post 4 Waterside House, 46 Shore, Edinburgh, Scotland, EH6 6QU.

If you use Relay UK, our number works in the usual way. We are also happy to take your complaint verbally and write it up for you to check and confirm.

If your complaint concerns one of our directors, please indicate this when you contact us so that it can be directed appropriately.

Where your complaint relates to work delivered on a client’s behalf, you can also raise it through that client’s own complaints process.

You do not need to complete a form, use legal language or call your concern a complaint.

Accessibility and communication support

Please tell us if you need:

  • information in an alternative format
  • another way of communicating with us
  • support to explain or make your complaint
  • any other reasonable adjustment

We will work with you to agree adjustments that meet your needs. You can ask for this at any point, not only when you first contact us.

What to tell us

Please give us the information you think will help us understand the matter. This might include:

  • your name and preferred contact details
  • the service, project or research activity concerned
  • what happened and when
  • the people involved, where relevant
  • how the matter affected you
  • what you would like us to do
  • any communication or accessibility support you need

Send only what you think helps us understand what happened. You do not need to include personal, confidential or sensitive information unless it is relevant to your complaint.

You may also make a complaint on behalf of someone else. We may need to confirm that you have their authority to do so.

Anonymous complaints

You can raise a concern without giving your name. We will look into it as far as we reasonably can, but you should know that we will not be able to send you a response, ask you follow-up questions, or always investigate as thoroughly as we could if we were able to contact you.

When to raise a complaint

There is no time limit for making a complaint. It is easier for us to investigate matters raised soon after they happen, so please contact us as early as you are able to.

What this process does not cover

This process is not the right route for:

  • employment matters raised by our people, which are handled under our internal procedures
  • matters that are the subject of live legal proceedings
  • complaints we have already considered and responded to, where no new information has been provided

Where another complaints, regulatory or ombudsman process applies instead of or alongside ours, we will explain this to you.

What happens when we receive a complaint

We will normally acknowledge your complaint within 2 working days.

A company director will oversee the complaint and may contact you to clarify:

  • the concern you are raising
  • the outcome you are seeking
  • the services, activities or people involved
  • any support or reasonable adjustments you need

We will then consider the available information fairly and objectively. This may include reviewing relevant correspondence, project records, deliverables, research records or other evidence.

If the complaint concerns one of our directors, it will be handled by the other director, without the involvement of the director concerned.

Complaints relating to client work

Where your complaint relates to work undertaken for or on behalf of a client, we may need to:

  • inform the client
  • follow the client’s complaints process
  • share relevant information with the client
  • meet a contractual, legal or regulatory reporting requirement

We will only share information that is relevant and necessary, subject to applicable confidentiality, consent and data protection requirements.

Our response

We will keep you updated on progress.

We will normally provide a written response within 20 working days of receiving your complaint. Where this is not possible because of the nature or complexity of the matter, we will explain the reason for the delay and tell you when we expect to respond.

Our response will normally explain:

  • the complaint we considered
  • our findings and decision
  • the reasons for our decision
  • any remedy or corrective action
  • any relevant next steps

Depending on the circumstances, an appropriate resolution might include:

  • an explanation or apology
  • correcting or replacing work
  • repeating an activity
  • changing a process or working practice
  • taking action with the person or people involved
  • another proportionate remedy

If you are still not satisfied

If our response does not resolve matters, please tell us why within 20 working days of receiving it. A director who has not been involved in the original decision will review the complaint and the way we handled it, and will write to you with the outcome. This is the final stage of our process.

If you need longer than 20 working days to come back to us, tell us and we will agree a date that works for you.

Depending on what your complaint is about, you may also be able to take it further with the Market Research Society, the Information Commissioner’s Office, or through the complaints or ombudsman process of the client we carried out the work for. The sections below explain the first two. We will tell you if we are aware of another route that applies.

Complaints about research

Border Crossing UX is an MRS Company Partner and is bound by the MRS Code of Conduct.

If your complaint relates to research conducted or supported by us, please raise it with us first using the process set out on this page. This gives us the opportunity to investigate the matter and respond.

If you remain dissatisfied after receiving our response, you can make a complaint to the Market Research Society. MRS will decide whether the matter falls within its complaints process. As an MRS Company Partner, we will cooperate with any MRS investigation.

Read the MRS guidance on making a complaint

Data protection complaints

If your complaint concerns how we have collected, used, shared, stored or protected your personal information, we will also handle it as a data protection complaint.

You have the right to complain to the Information Commissioner’s Office at any time. The ICO recommends giving the organisation concerned the opportunity to resolve the matter first, and its guidance explains how to raise a data protection complaint and what to do if you remain dissatisfied with the response you receive.

Where we have handled your personal information on behalf of a client, that client may be the data controller. In those cases we will tell you who is responsible and, where appropriate, pass your complaint to them.

Read the ICO guidance on making a data protection complaint

How we use your information

We will only collect and record the personal information reasonably needed to understand, investigate and respond to your complaint.

Complaint records are stored securely and kept for 3 years from the date we close your complaint. We will keep them for longer only where we need to in order to meet a client, contractual, legal or regulatory requirement, or where the matter is still unresolved.

If something you tell us indicates a risk of serious harm to you or to another person, we may need to share that information with an appropriate organisation. We will tell you if we need to do this, unless doing so would increase the risk.

See our Privacy and cookies policy for more information about how we use and protect personal information.

Other questions

For general enquiries that are not complaints, please contact us.

Last updated

20 July 2026