How to compain
Complaints should be made as soon as possible after the action which caused the complaint took place.
What you should include
When making a complaint, it would be helpful if you could state clearly and briefly:
What went wrong
When and where it happened
Who was involved
What you would like as a result of making a complaint (e.g. an apology or a change to how we provide our services)
Your name, address and contact details (telephone and/or e mail)
Once we have received your complaint
The Museum Manager will log your complaint and pass it to the most relevant member of staff and the following steps will haoppen:
We will acknowledge receipt of your complaint within 14 working days and let you know which member of staff will be dealing with it
We will treat your complaint seriously and investigate it thoroughly
We will respond to your complaint in writing with the findings of the investigation (this will usually be within 30 days of you making the complaint)
The Chairman of Gatwick Aviation Museum will be informed of the outcome of the complaint
We will learn from the complaint and include details of all complaints submitted in our annual report to the Board of Trustees
Appealing the complaint
If after receiving a response from us, you still think that the matter has not been resolved, there is an opportunity to appeal.
To make an appeal you should contact the Museum Manager who will then ask a senior manager (who has had no previous dealings with the issue) to look at the issue further and inform you of the new timescale in which we would hope to reach a conclusion.
If your complaint concerns the Museum Manager or a senior manager, the first stage will be dealt with by a trustee appointed by the Board of Trustees. Their decision is final.
Taking it further
Taking your complaint to the Charity Commission
If you’re still dissatisfied with the second stage investigation and your complaint relates to our services in England or Wales, we would encourage you to contact the Charity Commission on 0845 300 0218 or at www.charity-commission.gov.uk
By submitting a complaint through our Complaints Procedure, you are agreeing to let Gatwick Aviation Museum use your details in order to process your complaint quickly and easily.
If your complaint refers to Gatwick Aviation Museum fundraising and you’re dissatisfied with the response and investigation we have provided, please contact the Fundraising Regulator for advice on 0300 9993407 or at www.fundraisingregulator.org.uk