REDRESS OF COMPLAINTS POLICY

Introduction

Although the Museum receives very few complaints, it is nevertheless appropriate as a ‘Public Body’ and service provider that there is a formal policy towards ‘complaints’ and ‘redress’.

Over-riding principle

The general attitude to be adopted is that ‘the customer is always right’. In short we are customer focussed, and view complaints from the customer’s perspective.

Definitions

A complaint is ‘any expression of dissatisfaction which needs a response’. A complaint is therefore defined by the customer, not by our own perceptions.

Redress is the route through which we address the customer’s concerns and put them right, as far as is possible, to the satisfaction of the customer.

Overall aim

The overall aim of redress is to restore the customer’s position to that which prevailed before the complaint was made. If the complaint concerns an organisational issue, then a ready acknowledgement of the mistake made and an immediate issue of an apology will often put the matter right with the minimum of fuss. If it is a quality issue, then an offer of ‘money back’ will also have the same effect. What is important is not to be adversarial, thereby needlessly escalating the situation into a formal complaint when all the customer wants is for the mistake to be acknowledged and quickly rectified.

If such an approach fails to satisfy the complaint, then the customer must be made aware that there is a route to take the matter further by writing to the Director. It goes without saying that such a potential situation should be recorded and reported when memories are fresh!

Summary

The customer-focussed approach to complaints will benefit the customer and the Museum alike thereby preserving our reputation while learning from mistakes.

Vice Admiral Sir Roy Newman KCB JP DL

Chairman of Trustees

28 March 2002