Company Policies

This page sets out four supplementary policies that govern how the Site and our business are used and how we work. For our main privacy notice, see Privacy Policy. For website terms of use, see Terms of Use. For cookies, see Cookie Policy.

A. Acceptable Use Policy

This Acceptable Use Policy applies to your use of the Site at weareinnovate.uk. It complements our Terms of Use.

When using the Site, you must not:

• Use the Site in any way that's unlawful, fraudulent, or has any unlawful or fraudulent purpose
• Use the Site to send unsolicited commercial communication, sometimes called spam
• Use the Site to harass, abuse, or threaten any individual or group
• Upload, transmit, or distribute viruses, worms, logic bombs, or other material that's malicious or technologically harmful
• Attempt to gain unauthorised access to the Site, the server on which the Site is stored, or any server, computer, or database connected to the Site
• Attack the Site through denial-of-service or distributed denial-of-service attack
• Use the Site in a way that disrupts, damages, or impairs the Site's operation
• Use the Site or our enquiry forms to send false, misleading, or deliberately deceptive information

We monitor the Site for compliance with this policy. We may report breaches to the relevant authorities and cooperate with their investigations.

If we believe you've breached this policy, we may take any action we consider appropriate, including:

• Withdrawing your right to use the Site
• Removing any content you've submitted
• Issuing a warning
• Taking legal action against you for reimbursement of all costs (including reasonable administrative and legal costs)
• Disclosing your identity to law enforcement where it's reasonably necessary

We exclude all liability for actions we take in response to a breach of this policy. The actions described above are not exhaustive.

B. Accessibility Statement

Innovate is committed to making the Site accessible to as many people as possible.

We've built the Site to broadly conform with the Web Content Accessibility Guidelines (WCAG) 2.1 at Level AA. This means we've worked to ensure the Site is perceivable, operable, understandable, and robust for users including those who use assistive technology like screen readers and keyboard navigation.

Where parts of the Site fall short of full conformance, for example, embedded third-party content that we don't fully control, we'll work to improve them. We also welcome feedback when something isn't working for you.

How to contact us about accessibility

If you experience any accessibility barriers on the Site or need information in a different format, please contact us:

• Email: hello@weareinnovate.uk
• Phone: +44 023 80 23 23 11

We aim to respond to accessibility enquiries within five working days and to resolve issues within twenty working days. Where a resolution takes longer, we'll keep you informed.

Enforcement

If you're not satisfied with our response, you can contact the Equality Advisory and Support Service (EASS), which provides advice on discrimination and human rights issues. Their details are available at equalityadvisoryservice.com.

Preparation of this statement

This statement was prepared on June 2026 and was last reviewed on June 2026. The Site is regularly tested using a combination of automated tools and manual checks.

C. Modern Slavery Statement

We have a zero-tolerance approach to modern slavery and human trafficking in all its forms. We're committed to acting ethically and transparently across our business and supply chain, and we hold our suppliers to the same standard.

Our full Modern Slavery and Human Trafficking Policy is maintained internally and reviewed annually by the board. If you have a concern about modern slavery or human trafficking in our business or supply chain, contact Adam Broomfield, Operations Director, at adam.broomfield@weareinnovate.uk.

D. Complaints Policy

We aim to deliver work and service we can stand behind. When we don't, we want to know about it and put it right.

How to make a complaint

If you have a complaint about our work, our service, or anything else relating to Innovate, please get in touch:

• Email: complaints@weareinnovate.uk
• Phone: +44 023 80 23 23 11
• Post: 15 Barnes Wallis Road, Fareham, PO15 5TT

Please include:

• Your name and the best way to reach you
• The project or service the complaint relates to, if applicable
• A description of what happened
• What you'd like us to do

How we handle complaints

We acknowledge complaints within two working days. We aim to resolve straightforward complaints within ten working days. Where a complaint is more complex, we'll keep you informed of progress and explain when you can expect a final response.

A senior team member reviews every complaint personally. If we've made a mistake, we'll tell you so and explain how we'll put it right.

If you're not satisfied with our response

If after our final response you're still not satisfied, you may be able to escalate the complaint to a relevant trade body or regulator depending on the nature of the work. For consumer disputes, the Citizens Advice consumer service (citizensadvice.org.uk/consumer) can provide guidance.