Standards of Service

• We will try to make our collections more accessible to people of all ages and abilities.
• We will live up to our reputation as a museum of international importance, in the way that we care for, display and explain our collections.
  • We will answer telephone calls within 6 rings.
  • We will acknowledge telephone messages within 2 working days.
  • We will answer letters and e-mails within 7 working days.
• We will provide a simple and effective complaints procedure, designed to solve problems promptly, and to improve our services.
• We will monitor our performance against the standards we have set, and will publish the results in our Corporate Plan and Annual Report. Both are available on our website, and are available to the public on request or in person at our information desks.

Visitor comments

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

• You have particularly enjoyed your visit.
• You have suggestions for improvement.
• You feel that we have not come up to standard.

There are visitors' books and comments forms at the enquiry points, or you can write to:

John Anthony
Head of Visitor Operations
National Museums Scotland
Chambers Street
Edinburgh
EH1 1JF

Email: j.anthony@nms.ac.uk

Complaints

The Trustees and staff of the National Museums Scotland are committed to providing the best possible service to the public. We hope you enjoy your visit to the museum.

If you have any suggestions about ways in which we can improve our services or facilities, or if you have a complaint about any aspect of our service, please contact staff at one of our enquiry points or speak to a member of staff on duty. We will do our best to deal with any complaint on the spot. If you prefer you can write to:

Julie Brown
Head of Corporate Policy & Performance
National Museums Scotland
Chambers Street
Edinburgh
EH1 1JF

Email: j.brown@nms.ac.uk

We will acknowledge your letter or message within 7 working days. If you are not satisfied with the response you receive please write to:

Sir Angus Grossart
Chairman of the Board of Trustees
National Museums Scotland
Chambers Street
Edinburgh
EH1 1JF