Our Service Standards
Our purpose is to put the customer at the heart of everything we do. We have a range of Service Standards which apply across the whole organisation so that you are aware of what level of service you can expect from us.
AT THE AQUARIUM
- We aim to inspire our visitors to connect and love the Ocean through fun engagement.
- Our staff will be polite, friendly, and professional and treat everyone fairly.
- We will always have staff present in the building to answer any questions.
- We will always try our hardest to meet the needs of customers with additional needs.
- Accessibility is at the core of our beliefs. You can find our accessibility guide here.
- Our team will always prioritise safeguarding children, young people and vulnerable adults during their visit and through digital platforms.
- Under no circumstances will we tolerate verbal or physical abuse to our staff.
CUSTOMER ENQUIRIES
- We will aim to contact you within 24 hours of receiving email or social media correspondence.
- We will aim to contact you within 3 working days of receiving correspondence by letter.
- If you leave a voicemail between 9am and 2pm, we will aim to return your call within 3 hours.
- If you leave a voicemail after 2pm or outside office hours, it will be returned the next working day by a member of our team.
- If your enquiry or complaint is about an issue we do not cover, we will give you the contact details of the organisation that can help you.
- Our correspondence will be written in plain English and will be easy to understand.
EVENTS/EXPERIENCES/FUNCTIONS
- We will deliver events, experiences and functions that put the customer’s needs first.
- We will provide a consistent quality standard that is (where appropriate) externally accredited.
- Our staff will be on hand to assist and create a friendly, welcoming environment.
- We will respond promptly to all issues brought to our attention.
- We will endeavour to work with third-party suppliers who share our ethos of working towards a healthy and thriving Ocean.
- Customer safety is of paramount importance to us and will always be prioritised.
- We will communicate clearly and will provide you with any relevant information in advance of your event, experience or function.
![OCT](https://www.national-aquarium.co.uk/wp-content/themes/NMA2020/img/oct-logo2.png)
The National Marine Aquarium (NMA) is the UK’s largest aquarium, located in Britain’s Ocean City, Plymouth. It is run by the Ocean Conservation Trust, a charity dedicated to connecting people with the Ocean.
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