The following procedure outlines what you should do if you have a complaint about an aspect of the service that you have received from the Scottish Museums Council.
Complaints can be made by e-mail, letter, telephone, via the enquiry form on the SMC website or in person. Contact details for SMC are at the foot of each page on the website, and on the back cover of each of our publications. To view contact details for a specific member of staff, please see the SMC staff list.
If the complaint cannot be remedied by the person receiving the call or letter, the details will be passed to the appropriate member of staff for action. If the appropriate member of staff is absent, the recipient of the complaint will pass the details to an appropriate senior member of staff.
You will receive an acknowledgement of your complaint within 3 working days.
You will receive a response to your complaint within 10 working days. Where a response cannot be given within 10 working days because the matter is complex, you will be informed of progress with your complaint.
If you are unhappy with the response you receive, or wish to complain about the staff with whom you are dealing, SMC offers a �next step�.
The CEO or the Head of External Relations are responsible for dealing with complaints at this stage.
If you are still unhappy, a final internal referral will be made to the Chair of the Council.
