Standards of Service

We want you to enjoy your visit to any of our branches, and endeavour to offer the highest possible standards of service. We aim to maximise all forms of access to the Museum's Collections, displays, and educational resources and to ensure that:

  • our staff are helpful, courteous and efficient
  • our displays are well presented and informative
  • every effort is made to provide access for visitors with disabilities
  • all branches of the Museum are kept clean and well maintained for your comfort and safety
  • all our services will be of a high standard and good value for money

Access Policy 2016
IWM aims to ensure that equality of opportunity, access and participation is offered to the broadest possible cross section of stakeholders and users. This will be achieved through greater focus on workforce diversity. IWM will also develop an improved understanding of the diverse needs of service users in order to deliver targeted Action Plans. 

Access and Inclusion Strategy

Accessibility statement

Collections Development Policy

Complaints Policy

Complaints procedure


Copyright and re-use

Data Protection Policy

Donor Naming Opportunities Policy

Donor, Supporter and Sponsor Relationship Policy

Equality Strategy

Freedom of Information

Non-commercial Licence
Terms and conditions for reproducing IWM media under a non-commercial licence.  For more information see Media Licensing 

IWM Gender Pay Gap

The procurement of all works, goods and services is based on best practice and value for money, having due regard for propriety and regularity. The responsibility for the operation of efficient and effective procurement processes lies with the Head of Procurement.

Privacy Policies
All of the information you give us is private and secure. We do not currently sell or rent personal data about our customers, and would not do so without asking you first. 

Safeguarding Children and Vulnerable Adults Policy
IWM has a responsibility to safeguard the children and vulnerable adults using its sites and services. By creating this policy, IWM understands that safeguarding children and vulnerable adults is a responsibility that is shared across the whole organisation. The guidelines in this policy and accompanying procedures will ensure that there is no doubt over obligations and standards.

Social Media House Rules

Sustainable Development Policy Statement
This statement sets out IWM's sustainability commitments to staff, visitors, communities and stakeholders. IWM is developing a Sustainable Development Strategy to deliver against the policy statement objectives to ensure that our impact on the environment is minimised.

Sustainability at IWM
In a period of growing awareness of the impact of all our activities on the natural world and human communities, IWM has developed a sustainability strategy.