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Window on the World

Standards of service

At National Museums Scotland, we aim to ensure that all our visitors receive a high standard of service.

Our commitments

  • We will answer telephone calls within 30 seconds
  • We will respond to letters and emails within 5 working days (excluding weekends)
  • We will provide a simple and effective complaints procedure, designed to solve problems promptly, and to improve our services

Visitor comments, compliments and complaints

We welcome comments from visitors and users. Please tell us if:

  • You have particularly enjoyed your visit
  • You have suggestions for improving our services or facilities
  • You feel that we have not come up to standard

You can contact us in the following ways:

  • Talking to staff at one of our Information Desks or speaking to a member of staff on duty. We will do our best to deal with any issues on the spot
  • Filling in a comments card or writing in our visitors' books at the Information Desks
  • Fill in the online form with your enquiry, comment or complaint

If you prefer, you can email or write to:

Head of Visitor Experience
National Museums Scotland
Chambers Street



Complaints Handling Procedure: Guide For Customers
PDF (77.6 KB)
Complaints Handling 2023 24 Q3 Report
DOCX (40 KB)
Complaints Handling Report 2023 24 Q2
PDF (93 KB)
Complaints Handling Report 2023 24 Q1
PDF (89.7 KB)
Complaints Handling 2022 23 Annual Report
PDF (96.1 KB)

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