The Holburne Museum Visitor Complaints and Comments Procedure
We are committed to providing a high quality, effective service and welcome your feedback. If you have a complaint about a service we have provided, please let us know so that we can work with you to resolve the issue and identify any areas where our performance can be improved.
Should a visitor feel they need to pass on a comment that may need immediate action they can request a customer complaint card from the Information Desk. This card will be treated in the same way as any other complaint and will follow the same complaints procedure as detailed below.
Our procedure for dealing with complaints is as follows:
• If you are dissatisfied with any aspect of our work, you should contact the Holburne Museum Administrator at firstname.lastname@example.org
• We will send an acknowledgement of your complaint within three working days and response from the relevant department to your complaint within ten working days. In circumstances where a response cannot be given within this time because the matter is complex, you will be informed of progress with your complaint.
• If you are unhappy with our response or you wish to complain about the way it has been handled, you should contact the Director of the Museum via his PA email@example.com
• If you are still unhappy at the end of this process, we will refer the matter to the Chairman of the Trustees for a final decision.
Please note that the complaints procedure does not cover dissatisfaction with funding decisions. A separate appeals procedure exists to deal with those organisations that wish to appeal against grant decisions.