Complaints policy

This policy describes the approach to be taken in the response to complaints received by the National Football Museum regarding its own work, staff and volunteers, and processes.

1. Introduction

  • The National Football Museum (the “Museum”) is committed to upholding the highest standards of behaviour, professionalism, and visitor experience. The Museum aims to ensure that every interaction reflects its values, respect for visitors, and dedication to delivering a high- quality and welcoming environment for all.
  • The Museum acknowledges that occasionally things may go wrong. In such cases, it is committed to investigating complaints thoroughly, providing clear and timely responses, and taking corrective action where necessary. This includes learning from mistakes and implementing improvements to help prevent similar issues from occurring in the future.
  • The Museum can only respond to complaints relating to its own staff, trustees, volunteers, processes, or activities.
  • This Complaints Policy (this “Policy”) applies solely to complaints from external individuals, such as visitors. Internal (staff or trustees) complaints are to be addressed through the Grievance Policy. Volunteer concerns are to be addressed through the Volunteering Process.
  • Where appropriate, the Museum will provide training or retraining based on lessons learned from complaints, to continually improve its standards and ensure a positive experience for all.
  • Electronic copies of this Policy are available on the Museum’s website (the “Website”). The Website also contains contact details in the event that (i) any person is unable to download this Policy; and/or (ii) any person requires this Policy in another format, for example, large print. All requests will be considered on their merits on a case-by-case basis. In circumstances where an individual has been recognised as having an intellectual impairment, the Museum shall use all reasonable endeavours to communicate the contents of this Policy to such individual in the most appropriate manner and form in liaison with the parents of, or other persons with legal responsibility (where appropriate) for such individual.

2. Scope

  • This Policy covers complaints about:
  • The standard of service received at the Museum or its Website;
    • Staff, trustee or volunteer conduct;
    • Accessibility and inclusion issues;
    • Facilities and exhibitions;
    • Breaches of Museum policies, procedures and expected behaviours (e.g. safeguarding, equality);
    • Data protection and privacy concerns; and
    • Any other issue that causes dissatisfaction or concern.
  • This Policy does not cover:
  • Complaints by staff, trustees or volunteers;
    • Freedom of Information or Subject Access Requests (these are handled under separate procedures);
    • Complaints about third-party services (e.g. café franchisees or external events). The Museum will redirect you to the relevant provider.

3. Power to Change, Rescind or add to the Provisions of this Policy

  • In the event an issue arises that is not foreseen in this Policy, it will be addressed by the Museum in a manner that protects and promotes the objectives identified in this Policy.
  • The Museum is committed to reviewing this Policy periodically which may be amended from time to time by the Museum.
  • The Museum reserves the right to change, rescind or add to the provisions of this Policy at any time. Any such changes, rescinds or additions shall come into force and take effect upon the date specified by the Museum.

4. How to Make a Complaint

  • Complaints may be made in the following ways:
  • In Person: Speak to a member of staff who may be able to resolve the issue immediately.
  • By Post: F.A.O Executive Office National Football Museum Cathedral Gardens

Manchester M4 3BG

  • By Telephone: 0161 871 8153
  • Where a complaint is made face-to-face or over the telephone, the complainant may be required to provide a written account of the complaint.
  • Where a complaint is made in writing, it must set out:
  • Your name and contact details;
  • Details of what happened, when, and where;
  • Names of staff, trustees or volunteers involved (if known);
  • Any supporting evidence (e.g. receipts, photographs, witness accounts);
  • What outcome you are seeking.
  • Anonymous complaints will be considered but may limit the Museum’s ability to investigate thoroughly.
  • On receipt of the complaint, the Museum shall acknowledge receipt in writing within 7-days.
  • Where the complaint relates to a member of staff, trustee or volunteer, the Museum may impose an interim suspension upon them for such period as considered necessary and appropriate in the circumstances.
  • Where the nature of the complaint warrants an investigation, the Museum shall carry out such an investigation and take such advice as deemed appropriate.
  • Any investigation will be conducted as promptly as possible. The length of the investigation will be dictated by a number of factors, including, the number and availability of persons to be interviewed or contacted, the involvement of statutory agencies and co-operation of the parties involved.
  • Where a complaint has been not resolved in person or over the telephone, a written outcome will be sent to the complainant upon completion of any investigation.

5. Internal Escalation

  • If you are not happy with the outcome of the complaint, you should contact the Museum’s Executive Office by letter or email detailing the reasons why you are dissatisfied with the outcome.
  • The Chief Executive Officer will discuss the matter with the original investigators and dependant on the nature of the complaint may discuss with the Board of Trustees. The Chief Executive Officer will respond within 14 working days, where possible.

6. External Escalation

If you remain dissatisfied after the internal process is completed, you may wish to contact a relevant body. As a registered charity we are regulated by the Charity Commission for England and Wales: https://www.gov.uk/government/organisations/charity- commission/about/complaints-procedure

7.Monitoring and Reporting

Complaints are logged and monitored regularly to identify trends, ensure accountability, and drive improvement. An anonymised summary may be reported annually to the Museum’s senior management and/or Board of Trustees.

8. Vexatious Complaints

The Museum reserves the right to manage unreasonable, persistent, or vexatious complaints in line with the Museum’s Vexatious Complaints Policy. This may include limiting contact or refusing further correspondence if appropriate.

9. Record Keeping and Data Protection

The Museum may notify appropriate third parties of the outcome.