Disability Research on Independant Living & Learning

DRILL Complaints Policy

About DRILL

Disability Research on Independent Living and Learning (DRILL) is the world’s first research grants programme led by disabled people and for the priorities of disabled people. It covers the whole of the UK and is funded by the Big Lottery Fund until 2020. DRILL is led in partnership by Disability Action Northern Ireland, Disability Wales, Inclusion Scotland and Disability Rights UK.

DRILL gives out grants for research and pilot projects. Our projects are carried out in co-production with disabled people and researchers to find new ways to promote independent living for disabled people. DRILL will build an evidence base that will provide solutions which give disabled people choice and control over our lives in ways non-disabled people take for granted. We will inform future policy and service provision and give a greater voice to disabled people on the issues that affect us.

What can I complain about?

Anyone who has come in contact with DRILL can complain. You can complain if you think that:

Mal-administration has taken place in that we failed to follow the procedures in our application process.
We have not treated you in a professional manner.
We have discriminated against you or not treated you fairly.

If your complaint is concerning a funding application decision, we can only look at your application again if:

We discover (through dealing with your complaint) that we did not follow the published procedures for assessing your application.

What you cannot complain about?

We acknowledge that you may be disappointed if we turn down your application for funding, but you cannot use the complaints procedure to appeal against our decision on giving a grant if we have followed our decision making process correctly.

How to make a complaint?

Stage 1

Talk to the person providing the DRILL service, or their line manager. Your concerns will be listened to and we will try to put things right.

Please have the following detail:

What happened?
When it happened?
What you would like us to do to put things right?

Upon receipt of your complaint the DRILL team member or line manager will discuss the issue with you. A mutually agreeable resolution may be possible. You will be told what has happened as a result of your complaint.

Stage 2

When things have not been sorted out at Stage 1, or the complaint is very serious, you can make a further complaint the Chief Executive Officer (CEO) of the organisation who employs the DRILL team member involved.

You should again detail:

What happened?
When it happened?
Who dealt with you?
What you would like us to do to put things right?

You will receive information about the CEO’s findings and any decision they make. The decision of the CEO is final and no further complaint process will be entered into after such a decision is made.

When will I hear about my complaint?

Within 5 working days of receiving your complaint we will contact you and acknowledge receipt of your complaint.

You will receive a reply to your complaint with 28 working days. We will keep all complaints confidential. If you make a complaint, we will treat you with respect, and we expect you to treat the DRILL Team in the same way. We hope that we can settle complaints as quickly as possible in this way.