- Wellcome Trust
- Gibbs Building
- 215 Euston Road
- London NW1 2BE
Euston Square station
- Hammersmith and City
- London Overground
Warren Street station
The following buses pass near Wellcome:
10, 18, 24, 27, 29, 30, 59, 68, 73, 88, 91, 134, 168, 205, 253, 390
We have five Sheffield cycle stands near the front entrance to Wellcome on Euston Road and three stands to the side of the building on Gordon Street. Please be aware that bicycles are left at the owner's risk.
There are Santander Cycles docking stations in front of Wellcome on Euston Road and behind the building on Gower Place. Further docking stations can be found nearby on Taviton Street and Endsleigh Gardens, as well as by Warren Street underground station.
Wellcome cannot accommodate coaches, so you will need to make your own parking arrangements if you are planning on bringing a group by coach. The nearest coach drop-off point is outside the Bloomsbury Theatre at 15 Gordon Street, a few minutes' walk away.
The nearest mainline stations are Euston, St Pancras and King's Cross.
Our headquarters – the Gibbs Building – is at 215 Euston Road, London NW1 2BE.
The public entrance is on Euston Road, with a staff entrance on Gower Place. If you're a visitor, please report to reception when you arrive.
The Gibbs Building is wheelchair accessible. It has eight lifts and accessible toilets on every floor.
Wellcome Collection, our free destination for the incurably curious is located next door at 183 Euston Road. It houses the Wellcome Library, one of the world's major resources for the study of medical history. Library membership is free.
Art in the Gibbs Building
Our headquarters is the ten-storey, glass-roofed Gibbs Building.
Its highlight is the stunning Bleigiessen sculpture by Thomas Heatherwick. It's made of 150,000 specially processed glass spheres, suspended on almost 1 million metres of fine stainless steel wire. A unique process of sandwiching reflective 'dichroic' film within the glass means the sculpture glows with a shifting rainbow of colours.
There are free tours of Bleigiessen on the last Friday of every month at 14.00. To book, please email Elayne Hodgson. In addition, we can arrange group tours at mutually convenient times.
Wellcome Collection and Library
Next door to the Gibbs Building, at 183 Euston Road, is Wellcome Collection, the free destination for the incurably curious. Visitors can explore the connections between science, medicine, life and art in the past, present and future.
Wellcome Collection houses the Wellcome Library, one of the world's major resources for the study of medical history, which offers a growing collection of material relating to contemporary medicine and biomedical science in society.
How to make a complaint
We aim to maintain high standards at all times, and we’re keen to improve what we do and how we do it. We accept complaints and other feedback about anything that we do or are connected with.
If you make a complaint to us, we will aim to resolve the complaint to your satisfaction and ours.
We have separate complaint processes for:
- our normal operations
- properties that we are directly responsible for.
These are set out below.
General complaints process
This applies to all complaints except complaints about properties that we are directly responsible for.
If you’ve been dealing with someone already, you can send your complaint to them.
If you prefer, you can email firstname.lastname@example.org.
Stage 1 Your complaint will be investigated and responded to by an appropriate member of our staff. Who this is will depend on what the complaint is about.
We aim to resolve all complaints, to your satisfaction and ours, at Stage 1.
Stage 2 If you’re not satisfied with the response at Stage 1, we may refer your complaint to a member of our Executive team to investigate further and respond to you.
Stage 3 If you’re not satisfied with the response at Stage 2, and if the Executive team member handling the complaint thinks it is serious enough, they may refer it to Wellcome’s Director for further review. The Director’s decision will be final.
Complaints about grants
If your complaint is about how a grant was handled or any aspect of our application process, please be aware that any funding decision is final and we cannot reconsider it as part of the complaint process.
Complaints about property
If you have a complaint relating to management of a property that we’re directly responsible for, you should follow this process.
Stage 1 Put your complaint in writing as soon as possible after the incident and send it by post or email to the manager responsible for the property. If you don’t know which manager is responsible, send it to email@example.com and we will either forward it to the relevant property manager or give you their contact details.
You will need to follow the property manager’s complaints procedure to its conclusion before you raise a complaint directly with us.
Stage 2 If you have completed the property manager’s procedure and you are not satisfied with the result, you can ask for the decision to be referred to Wellcome’s property investment team for review. In most cases this will be the final stage.
If we receive a complaint that hasn’t already been through Stage 1, we may refer it back to that stage.
Stage 3 If the property investment team thinks that the complaint is serious enough, it may be referred to a managing partner of Investments for review. Their decision will be final.
This process doesn’t apply if:
- you are asking for information
- you are asking to amend records
- there are legal proceedings in process.
In these cases, you should contact the property manager with any queries.
Our approach to complaints
We aim to respond quickly and politely, and we aim to give fair and reasonable responses. We expect complaints to be made in the same spirit. If a complaint is unreasonable, or if the person making it acts unreasonably, we may depart from our usual complaint processes.
Unreasonable behaviour might include excessive communication, harassment of staff, abuse and refusal to acknowledge communications.
We may vary our complaint processes if we think it appropriate, for example to escalate a particular complaint to a later stage.
Complaints are confidential but we may, if necessary, involve third parties to understand the issues and investigate fully.
We record all serious complaints. We use their outcomes to monitor the performance of our service providers and identify where we can make improvements.
If we receive complaints through any other channels, we will still use the same processes to handle them.
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