Complaints policy

The Museums Association is committed to providing a quality service for its members and working in an open and accountable way. One of the ways in which we can continue to improve our service is by listening and responding to the views of our members, customers and stakeholders including responding positively to complaints and by putting mistakes right.

The MA holds the Code of Ethics for Museums and expects its members, staff and trustees to abide by it, in particular with regard to upholding the highest levels of institutional integrity and personal conduct at all times.

Therefore, we aim to ensure that:

  • making a complaint is as easy as possible
  • we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response
  • we deal with it promptly, politely and, when appropriate, confidentially
  • we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc
  • we learn from complaints and use them to improve our service.

We recognise that many concerns will be raised informally and dealt with quickly. Our aim is to:

  • resolve complaints informally wherever possible
  • enable mediation between the complainant and the individual to whom the complaint has been referred where appropriate.

However, if concerns cannot be satisfactorily resolved informally, the formal complaints procedure should be followed.

Please see below for our Complaints Policy, including our Formal Complaints Procedure.