How to make a complaint
Complaints about the Athenaeum's collections decisions, access arrangements, custody agreements, staff conduct, publication decisions, or public communications may be submitted in writing to the Registrar.
Complaints may be submitted by the affected individual, by an appointed representative, or — where the circumstances require — through a recognised host institution. Complaints received in non-standard form, including by recognised signal, will be recorded and responded to in a form appropriate to the communication.
What happens next
We will acknowledge complaints within ten working days and provide a substantive response within thirty. Complex complaints, including those involving cross-frame events, custody disputes, or objects whose status is under review, may take longer; we will explain any delay.
The Athenaeum does not dismiss complaints on procedural grounds where the substance is clear. Complaints from entities unable to submit in writing are handled with equivalent care.
Escalation
If a complaint is not resolved to the complainant's satisfaction, it may be escalated to the Conservation Committee within three months of the initial response. The Committee's decision is final within the institution.
Complaints about specific policy areas may also be referred to the relevant external authority where one exists. The Athenaeum will advise on the appropriate referral route where requested.