The British Antarctic Survey (BAS) is committed to providing a high quality and efficient service for our users and stakeholders. BAS provides a wide range of services including the supply of information and other services via the Polar Data Centre, BAS Archives Service, BAS Library, and Media enquiries. When users are dissatisfied with our services we are keen to put things right as soon as possible.
Complaints relating to the handling of requests for information under the Freedom of Information Act (2000), Environmental Information Regulations (2004), or the Data Protection Act (1998)
If you have made a request to us under the Freedom of Information Act (2000), the Data Protection Act (1998) or the Environmental Information Regulations (2004) and you are not satisfied with the way we dealt with it, please follow the UKRI complaints guidance: https://www.ukri.org/about-us/contact-us/make-a-complaint/#contents-list
Other complaints
If you are not satisfied with the way we have dealt with requests other than those above, in the first instance please contact the member of staff who you initially dealt with.
If you are dissatisfied with their response, you should contact the Head of Information Services in writing:
Dr Beatrix Schlarb-Ridley
Head of Information Services
British Antarctic Survey
High Cross
Madingley Road
Cambridge
CB3 0ET
Email: complaints@bas.ac.uk
All complaints will be acknowledged promptly, and a timescale will be provided for our full reply.
We will investigate all complaints thoroughly and send you a full written response, normally within 20 working days of receiving your complaint.
If we are unable to send a final response within that timescale we will send you an interim reply explaining our reasons and when you can expect to know the outcome.
If you are still dissatisfied after this process you should write to the Director, British Antarctic Survey:
Professor Jane Francis
Director
British Antarctic Survey
High Cross
Madingley Road
Cambridge
CB3 0ET
If you remain dissatisfied, please write to the NERC Complaints Officer:
Alison Robinson
Director of Corporate Affairs
Natural Environment Research Council
Polaris House
North Star Avenue
Swindon
SN2 1EU