Complaints
We are committed to providing a high quality, effective service and welcome your feedback. If you have a complaint about a service we have provided, please let us know so that we can work with you to resolve the issue and identify any areas where our performance can be improved.
Our procedure for dealing with complaints is as follows:
- If you are dissatisfied with any aspect of our work, you should contact the member of staff responsible for that area in the first instance. You can find details of all staff here and you can contact us by telephone, email, letter or in person. We hope that we can sort out the majority of issues quickly and satisfactorily in this way but if for any reason this is not appropriate, your complaint will be passed to a member of the Senior Management Team.
- We will send an acknowledgement of your complaint within three working days and respond to your complaint within ten working days. In circumstances where a response cannot be given within this time because the matter is complex, you will be informed of progress with your complaint.
- If you are unhappy with our response or you wish to complain about the way it has been handled, you should contact the Head of Corporate Services, who is responsible for complaints at this stage along with the CEO.
- If you are still unhappy at the end of this process, we will refer the matter to the Chair of the Museums Galleries Scotland Board for a final decision.
Please note that the complaints procedure does not cover dissatisfaction with funding decisions. A separate appeals procedure exists to deal with those organisations that wish to appeal against grant decisions.