Contents

Policy overview

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 protections 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 Museum 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 Museum 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.