The National Army Museum (NAM) is committed to providing a level of service which meets the satisfaction of all visitors to the Museum and users of our services. One of the ways in which we can continue to improve our service is by listening and responding to the views of our visitors, users, customers and stakeholders, including responding positively to complaints and by putting mistakes right.
NAM is a member of the Museum’s Association and seeks to abide by the Code of Ethics for Museums, in particular with regard to upholding the highest levels of institutional integrity and personal conduct at all times.
NAM aims to ensure that:
NAM recognises that many concerns will be raised informally and dealt with quickly, and our aim is to resolve complaints informally where possible, by:
However, if concerns cannot be satisfactorily resolved informally, the formal complaints should be followed.
NAM defines a complaint as ‘any expression of dissatisfaction that relates to the NAM’s work and that requires a formal response’.
This policy should be read in conjunction with the Museums Association’s Code of Ethics for Museums.
NAM’s formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.
NAM’s responsibility is to:
A complainant’s responsibility is to:
All NAM staff are responsible for acknowledging any complaints received and managing them according to the procedure set out in this policy.
The Director of NAM is responsible for overseeing all complaints and ensuring that appropriate actions are taken to improve NAM’s service.
Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and NAM maintain confidentiality, although the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality. Complainants will be made aware of any situations which may make confidentiality impossible, which may include the Museum’s obligations under the Freedom of Information Act (2000).
NAM acknowledges that complaints may be received through a variety of channels:
If the concern cannot be resolved informally through these channels, the complainant will be asked to make their concern known formally by email or letter, marked confidential, to the contact details below:
National Army Museum
Royal Hospital Road
London SW3 4HT
The complaint will be logged and acknowledged within 5 working days. A formal response will be issued within 20 working days.
If the complainant is not satisfied with the response to their concern, an internal review can be requested by contacting the Director of the National Army Museum, Justin Maciejewski, at the above address.