Last updated: 12 December 2016
The National Army Museum hopes that all its visitors are happy with the standard of service they receive at the Museum, but if Members of the Public are dissatisfied in any way, they are asked to raise the matter with a member of the NAM staff.
The staff are directed to try to satisfy the complainant immediately by:
Whenever a complaint is made, the staff are directed to make a summary written report of it, detailing the action taken, and to bring this to the attention of their Head of Department and the Museum Management Team at the earliest possible moment.
A record of the complaint, and of any action taken, must also be passed to the Director's Personal Secretary, even if the problem has been successfully resolved. The purpose of this is to ensure that data is collected which exemplifies how the NAM deals with complaints about its services to the Public.
If a complainant is still not satisfied, he or she must be asked, please, if they wish to make a Formal Written Complaint, to be sent under confidential cover to:
National Army Museum,
Royal Hospital Road,
London SW3 4HT
Receipt of a Formal Written Complaint will be acknowledged within 10 working days (Monday-Friday) and the matter will be looked into. Investigative procedures will be followed if the complaint is against a member of staff.
A comprehensive written reply will be made to the complainant within 30 working days (Monday-Friday) of receipt.
National Army Museum