Complaints Policy
The Tank Museum views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person (or organisation) that has made the complaint. Our policy is:
- To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
- To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
- To make sure everyone at The Tank Museum knows what to do if a complaint is received
- To make sure all complaints are investigated fairly and in a timely way
- To make sure that complaints are, wherever possible, resolved and that relationships are repaired
- To gather information which helps us to improve what we do
How to Make a Complaint
The quickest way for us to deal with your complaint is to email visit@tankmuseum.org.
If you have difficulty using email, please call us on 01929 405096, or you can write to us at: The Tank Museum, Linsay Road, Bovington, Dorset, BH20 6JG.
You need to tell us:
- what you think went wrong
- how you believe we should put it right
- the impact on you
If someone is complaining on your behalf, we need you to tell us in writing that they are acting for you. All confidential information will be handled sensitively, only those who need to know will be informed and data protection requirements will be observed.
You must contact us within three months of your visit or the incident you wish to complain about. A longer delay may affect our ability to adequately consider and investigate your complaint.
We will acknowledge such complaints within 14 calendar days. In most cases, we will aim to respond in full in the first interaction, however more complicated cases may take up to 30 calendar days.
Please note that complaints posted on social media review websites are not subject to our official complaint’s procedure.
What you can expect from us
The Tank Museum takes complaints about conduct and standards of service seriously.
On handling your complaint, Tank Museum staff will:
- treat you with courtesy and respect
- listen to you, to make sure they understand your complaint
- explain our complaints process
- gather and evaluate all the information they need before they reach a finding
- acknowledge your complaint either by telephone or in writing within 7 calendar days
- explain their findings and recommendations (if any are made) and how they have reached them
- Escalate them to the relevant manager or Leadership team member if required
If you are not happy with the way that the staff member has dealt with your complaint, please let us know within 30 calendar days of our response. A Leadership Team member will then review the response you received to ensure that:
- the decision was fair
- all the issues you complained about were addressed
- any shortfalls in our service were put right
- the outcome was explained clearly to you
We will aim to respond to you, by telephone, email or letter, within 14 calendar days.
The Charity Commission
As The Tank Museum is a registered charity, the complainant may write to the Charity Commission at any stage. Information about the kind of complaints the Commission will look into can be found on their website HERE.
