Contact the panel team

Anything below reaches the panel team at the same address. The left column is what to say; the right is what to include so that the first reply is the useful one rather than a request for more detail.

My application

Whether it was received, whether the profile is still on file, or asking us to delete it. Include the email address you applied with. You do not need to write to confirm that an application arrived: applications are reviewed weekly and we contact applicants whose profile matches an open study.

A study invitation

A question about a study you were invited to, a technical problem partway through one, or telling us you need to drop out of a diary study before the field period closes. Include the study name from the invitation email and the address the invitation was sent to.

Updating your details

A new email address, a name change, or screening answers that are now out of date because your household or shopping pattern changed. Write from the address currently on the record and say what to change it to. A stale profile produces invitations to studies that no longer fit.

Leaving the panel

One line is enough and no reason is needed. We close the record and confirm in writing. If you want the record deleted immediately rather than at the end of the ordinary retention period, say so in the same message.

A privacy request

Access, correction, deletion, limiting the use of information, or appealing a decision we made on an earlier request. See the section below for how to route these.

Reporting a suspicious message

Forward it to us rather than replying to it. We never ask members for payment card or bank details, Social Security numbers, driver's license numbers, passwords, or account credentials, for any reason, in any study. A message asking for those is not ours.

Privacy requests are handled on a separate track with its own deadlines, so mark them as such and they will be logged correctly on arrival.

We acknowledge a privacy request within 10 business days and respond substantively within 45 days, with one extension of a further 45 days where a request is complex, in which case we tell you why. We may verify your identity by asking you to confirm details already in your record, and we will not ask for new sensitive information in order to do it. An authorized agent may submit a request on your behalf with written proof of authority.

We do not deny membership, change the service, or treat a member differently for having exercised a privacy right. If we deny a request in whole or in part we tell you why and how to appeal it to the same address. The full detail, including the categories of information we hold and the rights available under state law, is in sections 10 and 11 of the Privacy Policy.