Management and governance

The British Museum is a non-departmental public body sponsored by the Department for Culture, Media and Sport through a three-year funding agreement. Its aim is to hold for the benefit and education of humanity a collection representative of world cultures and to ensure that the collection is housed in safety, conserved, curated, researched and exhibited.

The Museum is governed by a board of 25 trustees in accordance with the British Museum Act of 1963 and the Museums and Galleries Act of 1992. Trustee appointments are governed by the regulatory framework set out in the code of practice on public appointments issued by the Office of the Commissioner for Public Appointments.

The Board is responsible for the general management and control of the Museum through the adoption of its Annual Plan and overarching strategy and for the appointment of the Director. The Director is the Accounting Officer for the purposes of reporting to Government and has delegated responsibility for the general administration of the Museum.

The Museum's Governance Policies and Principles regulate the proceedings of the Board, and facilitate the exercise of its functions in pursuit of the Museum's planned objectives.

A full range of policies covering every area of Museum activity has been adopted by its Board of Trustees. These policies are constantly updated in line with new legislation and developments in best practice.

The main entrance to the British Museum

Download the Museum's management, governance and policy documents

Enquiries and feedback handling procedure

The British Museum welcomes enquiries and values opinions and comments from visitors and members of the public. In order to constantly improve the experience of our visitors and the service we offer, we pay close attention to the feedback and enquiries we receive. These messages are reported on a monthly basis and inform decisions taken around the Museum. All the enquiries and feedback addressed to the British Museum will be handled with security and confidentiality. Public enquiries and feedback records are kept for up to 2 years. Beyond this, an anonymised log will be kept in the form of monthly reports and anonymised data sets.

Here are some ways you can get in touch:
Email info@britishmuseum.org
We aim to respond to emails within 7-10 working days.

Leave a review or direct message us at facebook.com/britishmuseum
We aim to respond to messages within 5 working days.

Tweet us @britishmuseum
We aim to respond within 2 working days.

Write to us
The British Museum
Great Russell Street
London WC1B 3DG

We aim to respond to letters within 20 working days of receipt.

Written feedback is preferred to ensure accurate record keeping. However you also have the option to leave a voicemail message by calling 020 7323 8750. If contact details are provided, we aim to respond to voicemail messages within 10 working days. Please note that only written feedback can be formally escalated.

If your message is of a particularly complex or sensitive nature it may need to be escalated or shared with another department or more senior member of staff to investigate and develop an appropriate response. If this is likely to take longer, this will be communicated to you as early as possible.

This procedure works alongside the British Museum Visitor Regulations. We expect visitors to be patient and considerate, and will not tolerate any abuse to any member of staff in any form.

Please note that the British Museum is not able to consider and reserves the right not to investigate and respond to the following:

- Object valuation requests and sale offers;
- Speculative applications for jobs, internships and work experience;
- Any matter which is the subject of any legal dispute or legal proceedings;
- Any enquiry or feedback containing abusive language;
- Enquiries and feedback which do not comply with the British Museum Social Media Code of Conduct;
- Enquiries and feedback causing unacceptable levels of stress for staff and using disproportionate resources;
- Feedback which is considered to have no basis or genuine substance;
- Ongoing correspondence which is repeated and vexatious.
We reserve the right to update this list at any time.


If you feel your message has not been addressed properly or within a reasonable timeframe, please let us know. This will be reviewed by another Manager who will determine whether further investigation or escalation is required and respond accordingly. If you are not satisfied by this a formal complaint can be made in writing, which will be reviewed by the relevant Head of Department. If considered appropriate, a final attempt will be made to provide a satisfactory response. If you remain dissatisfied, you will be advised to contact the Office of the Parliamentary and Health Service Ombudsman:

Helpline: 0345 015 4033.
More information is available at ombudsman.org.uk.