The Science and Industry Museum is extremely proud to welcome hundreds of thousands of visitors each year, and we are committed to providing the best possible experience. We constantly review our activity, policies and processes as we are fully committed to providing an excellent standard of visitor care and improvements to our overall visitor offer.
We regard visitor service as a major priority. Our policy is to respond to all enquiries and complaints within 10 days. If there are justifiable reasons as to why a full response cannot be given within this time, the visitor will receive an acknowledgement and be advised as to how long a full response will take as per our procedure below.
If you would like to get in touch with us you can do so as follows:
By phone on 033 0058 0058 (Lines open 09.00–17.00 daily)
Via post to Visitor Experience Team, Science and Industry Museum, Liverpool Road, Manchester, M3 4FP
Our commitment to handling complaints is as follows:
You will receive an acknowledgement within one working day of receipt of your complaint, telling you who is dealing with it. A full reply will follow within 10 working days of receipt, or you will be advised of any delay.
If you are not happy with the response, please write back within one month. A museum manager will acknowledge your letter or email within seven working days of its receipt and arrange a review of your complaint. You will be sent a full reply within 14 working days of receiving your letter or be advised of any delay.
If you are still unhappy with the situation, please write back to that manager within one month. Your complaint will then be referred to the head of the department who has responsibility for that area of the business for a final review. You will be sent an acknowledgement within seven working days of receiving your letter and a full reply will be sent within 14 working days of its receipt or you will be advised of any delay.