Feedback

We aim to provide the best quality service and experience ensuring accessibility to all. Our team provide information and guidance about our archive collections, exhibitions and activities at the heritage centre. Where possible, we aim to signpost researchers to relevant organisation and collections if we are unable to meet any request.

 

We value your opinion

We are always happy to receive comments, feedback and suggestions about the services provided and your experience. If you have a comment or complaint you wish to make, we encourage you to talk to us, as this will help us to learn from your feedback and improve our service where possible. Our complaints procedure will ensure that your feedback will be considered and resolved.

 

What to do if you have a complaint

It's always better if you can let us know straight away. Most complaints can be sorted out quickly by a member of staff at the time of your visit, and our staff will welcome the opportunity to do this if at all possible. We will aim to resolve the matter and ensure you are happy with the outcome and endeavour to make recommendations for future improvements.

If for any reason, you need to contact us in writing you can do so by,

Email: info@bcaheritage.org.uk

Write to:

Black Cultural Archives
1 Windrush Square, Brixton
London, SW2 1EF

Tel: +44 (0) 20 3757 8500

We are open 5 days a week (Tues-Sat) 10.00am to 6.00pm.

We aim to acknowledge your complaint within 5 working days.

 

As part of our complaints procedure, we will:

·        Treat complaints seriously and deal with them properly

·        Resolve complaints promptly and informally whenever possible

·        Learn from complaints and take action to improve our service

·        Ensure that complaints are treated in confidence

 

What happens next?

We aim to resolve as many issues as we can the very first time you contact us. The member of staff you talk to will aim to see it through to resolution wherever possible, but he or she may need to liaise with other colleagues to make this happen.

In some cases, you may receive your response from the person or department responsible for that aspect of our work. In the infrequent cases where your complaint is of a serious nature, if you remain dissatisfied with our conclusion the matter may be escalated to a higher level. More detail surrounding this will be provided when we handle your complaint.
 

Confidentiality

Your complaint will be dealt with in the strictest confidence, in line with our Global Information Security and Privacy policy. Information about you will be shared internally, only as necessary to investigate and resolve your complaint. We will only disclose your information to third parties with your consent, or if we are legally required to do so.

Under UK data protection law you have the right to ask for a copy of the information we hold on you, and the right to ask us to correct any inaccuracies in that information.

For further information on this please contact us or complete the form below. 

 

Please complete the form below

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