Get in touch

Get in touch

If you’d like to contact us with any questions, suggestions or concerns – get in touch. Our friendly team will be happy to help. 

You can contact us by email, telephone or post (details below). You can also visit any of our venues to access our services and information, or to speak to a member of the team.

Email

Email us directly at museums@hcandl.co.uk. We do our best to respond to emails within 3 working days.

Telephone

Hull Culture and Leisure’s contact centre deals with all telephone enquiries.

01482 300 300
Monday to Friday, 8am–7pm
Saturday 9am–1pm

Post

Hull Museums and Gallery
Hull Culture & Leisure
Pacific Exchange
40 High Street
Hull
HU1 1PS

Customer Feedback Scheme

At Hull Museums, our visitors are our top priority. We want to make sure you have a good experience, and that our services are the best they can be. Your feedback helps us check how we’re doing and shape our services to meet your needs.

If you’d like to share your experience with us, you can do so through our Customer Feedback Scheme. You can share compliments, comments or concerns – to let us know if we’re doing a good job and where we can do better. We read everything you share, and do our best to use your views to make improvements.

To send us your feedback please:

You should also read our Customer Feedback Privacy Notice (PDF, 146kb) to understand your data rights, what data we collect and how we use your data.

Please note – we may publish your feedback in some of our publicity, but we won’t publish your details if you ask us not to.

What type of feedback can I share?

Compliments
When we receive a compliment, we’ll let people know you’re pleased with them. We’ll also let you know we’ve done this and may show others what you think we do well.

Comments
If you make a general comment about why we do things or not what we do, we’ll treat it as a comment not a concern. We welcome your suggestions as to how we can improve our services.

Concerns
You may wish to tell us to look at something to help avoid a problem happening. When we get a concern we will:

  • make sure it reaches the right people to look at it;
  • tell you when it was sent to them;
  • tell you, where possible, what action may be taken as a result once we know what that action is

What happens to my concern?

Stage 1
We’ll reply within 3 working days to let you know we’ve received your concern. We then aim to send a full response within 10 working days.

If we need more time, we’ll write to you saying when we expect we can answer in full.
When you have our full answer, if you’re happy your concern is resolved, or if we do not hear from you within 28 days, we’ll close the case.
 
Stage 2
If you’re not happy with how we’ve handled your concern, tell us why.  

We’ll then make arrangements to look at your case again using any additional info you provide to help us make a decision. We aim to send you a full response within 20 working days.

When you have our full answer, if you’re happy your concern is resolved, or if we don’t hear from you within 28 days, we’ll close your case.

Please note: If you ask us for a next stage review after your concern was closed (outside the 28-day timescale) please tell us your reasons for the delay.

This ends our customer feedback process.

What if I’m still not happy?

If you’re dissatisfied after our customer feedback process has finished, you can get in touch with your local ombudsman: www.lgo.org.uk

The Local Government Ombudsman
PO Box 4771
Coventry
CV4 OEH

0300 061 0614
Text ‘callback’ on: 0762 480 3014
Textphone via the Text Relay service (formerly Typetalk)

Please note: The Ombudsman services will not normally consider a concern which has not already been through a completed customer feedback process.

Please Note
Hull Culture & Leisure have moved offices to Pacific Exchange, 40 High Street,Hull, HU1 1PS