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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
Edinburgh
EH1 1JF

Email: visitorfeedback@nms.ac.uk

 

Downloads
Complaints Handling Procedure: Guide For Customers
PDF (77.6 KB)
Download
2021-22 Complaints Handling Report Q1
PDF (149 KB)
Download
2020-21 Complaints Handling Annual Report
PDF (218.9 KB)
Download
2019-2020 Complaints Handling Annual Report
PDF (218.9 KB)
Download

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