Standards of service

• 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

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
Edinburgh
EH1 1JF

Email: visitorfeedback@nms.ac.uk