Queries, comments and complaints
Our Membership team will aim to respond to any query received within three working days. This may be an acknowledgement of receipt whilst further investigations are carried out. If you have any queries or complaints please contact our Membership team:
Telephone: +44(0)20 7323 8195
Post: The British Museum Friends, Great Russell Street, London, WC1B 3DG
Office hours are Monday to Friday 09:30-17:00 (excluding public holidays)
1. Membership benefits
As a British Museum Member you will receive a range of benefits. Membership packages generally include:
- Introductory welcome pack
- Free entry to all exhibitions at the Museum
- The opportunity to attend Members’ events held at the Museum (some of which may involve additional charges)
- Regular e-newsletters and communications including The British Museum Magazine
- Access to the Members’ Room
- Offers from third parties
2. Visiting as a Member
2.1 To ensure you can make use of your Member benefits you are asked to bring your Membership card (or Welcome Email if your Membership card is yet to be received) with you whenever you visit the Museum.
2.2 Membership cards are issued for the named card holder only. You may not transfer your Membership to another person or allow another person to use your card.
2.3 'Joint Member & Guests' Membership allows both card holders to bring one guest each. Please note that both card holders must be present if you wish to visit an exhibition with two guests.
2.4 Museum Membership is valid until the date of expiry shown on the card. Lost Membership cards will be replaced free of charge on the first occasion. Any subsequent replacement cards provided may incur a small administrative fee.
2.5 We aim to ensure Members can visit exhibitions without a delay. However on days of particularly high exhibition visitor numbers you may be given a timed ticket for entry at a later time on the same day.
3. Price information
3.1 All quoted Membership fees are for a one-year Membership subscription.
3.2 We reserve the right to amend the price of Membership subscriptions. You will be informed of any change to subscription rates with your renewal letter.
4. Credit/Debit card payments
4.1 The credit/debit card information you provide us for a Membership transaction is used solely for the purpose of processing that Membership transaction.
4.2 We cannot accept credit/debit card payments by email and we will decline to accept payment by this means.
5. Direct Debit payments
5.1 If there are any changes to the amount, date or frequency of your Direct Debit, we will notify you 10 working days in advance of your account being debited or as otherwise agreed. If we request to collect a payment, confirmation of the amount and date will be given to you at the time of the request.
5.2 If an error has been made in the payment of your Direct Debit by us or your bank/building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society. If you receive a refund you are not entitled to, you must pay it back when requested to do so by us.
5.3 You can cancel a Direct Debit any time by simply contacting your bank or building society. Written confirmation may be required. We would be grateful if you also notify us using the contact methods set out below.
6. Condition of refunds
6.1 If you change your mind about subscribing as a Member after purchasing, you may request a refund by notifying the Membership team in writing within 14 days of purchase. Please note that any refund will be subject to deduction of any benefits used within this period (e.g. exhibition entry tickets).
7. Data protection and use of personal data
7.1 When you apply for Membership, and while you remain a Member, we will process your personal data including your name and address in accordance with the Data Protection Act 1998, our Data Protection code of practice, and as otherwise permitted or required by law.
7.2 You can unsubscribe from receiving Membership communications by post, telephone or email. Please use the ‘Unsubscribe’ link at the footer of all emails or contact the Membership team. Once we have received your request, we will take appropriate steps to cease using your information in this way.
7.3 We may disclose information about you to any of our employees, officers or agents insofar as that is reasonably necessary for the purposes set out in these terms and conditions. Otherwise, we will not pass your personal data to third parties without your prior consent.
7.4 You may ask us to provide you with any personal information we hold about you: you should put your request in writing, using the contact details below. Please let us know if any personal information that we hold about you needs to be corrected or updated.
8. Members’ Room
8.1 Access to the Members’ Room is free for Members during advertised opening hours. All Members and their guests must leave the Members’ Room before closing time or when prompted by a member of staff.
8.2 You must show a valid Membership card to gain entry. You can bring as many guests as your Membership card allows. You may bring up to four family children under the age of 16 into the Members' Room without charge. Capacity in the Members’ Room is limited and you may be refused immediate entrance if there is no available space.
8.3 Please keep your use of mobile phones to a minimum while in the Members’ Room.
8.4 Catering Services (food and beverage and ancillary services) are provided in the Members’ Room by our contractor, Benugo (the Service Provider). If there are complaints or comments about the Service Provider’s service to Members they should be directed firstname.lastname@example.org for the Service Provider and email@example.com for our Membership team (full Service Provider contact details are below).
8.5 Members must not bring their own food and snacks to the Members’ Room except where you are visiting with babies and young children.
10.6 In the event of an emergency evacuation, all visitors in the Members’ Room should leave immediately as instructed by Museum staff. Do not use the lifts. You should leave your personal belongings if you do not have time to retrieve them. If you need special help you should seek assistance from Museum staff.
Comments and complaints to Benugo:
Telephone: +44 (0)20 7323 8977