Complaints policy and procedures

Policy statement

Royal Museums Greenwich (RMG) strives to ensure that our products and services meet or exceed the customer and statutory requirements and that we are responsive to customer’s enquiries and complaints. We welcome constructive feedback and anyone who is not happy with any aspect of the services we provide can expect to have their complaint addressed promptly.

Scope and purpose

This policy aims to ensure that complaints to RMG are investigated and responded to in line with best practice in accordance with the Parliamentary and Health Service Ombudsman’s Principles of Good Complaint Handling. It includes complaints under the Fundraising Regulator’s code. It does not cover complaints or internal reviews relating to data protection or the Freedom of Information Act for which there are separate policies and procedures.

Responsibilities

The CEO, RMG ensures that there are policies and procedures in place and made available to the public ensuring that:

• Complaints are acknowledged and fully investigated
• Complainants are kept informed and receive appropriate and timely responses

The Head of Governance and Museums Records is responsible for ensuring that formal complaints are dealt with fully and that any lessons learned are implemented.

The Head of Commerce and Visitor Experience has responsibility for ensuring that informal complaints brought to the attention of the Visitor Experience team verbally by a visitor are dealt with fully and/or escalated to the Head of Governance and Museums Records as appropriate.

Any informal complaints received by our enquiries service RMGEnquiries@rmg.co.uk will be directed to the appropriate manager.

All staff are responsible for implementing the policy and following the procedures.

We expect complainants to make their complaints in a respectful manner. We reserve the right not to respond to complaints which contain offensive language, or which run contrary to our ongoing commitment to creating an inclusive and welcoming environment for all our staff, visitors and communities.

Review

This policy is owned by the CEO, Royal Museums Greenwich.

It was approved by the Executive Committee 6 October 2025

Next review is scheduled for October 2027