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Legal Information

Policies and related information about use of this website.



The information contained in this website is for general information purposes only. The information is provided by The Pen Museum and whilst we endeavour to keep the information up-to-date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability, or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk.

In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.

Through this website you can link to other websites which are not under the control of The Pen Museum. We have no control over the nature, content, and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.

Every effort is made to keep the website up and running smoothly. However, The Pen Museum takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.

Terms and Conditions

If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern The Pen Museum’s relationship with you in relation to this website.

The term “The Pen Museum “or “us” or “we” refers to the owner of the website.

The term “you” refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

  • The content of the pages of this website is for your general information and use only. It is subject to change without notice.
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services, or information available through this website meet your specific requirements.
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance, and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • All trademarks reproduced in this website which are not the property of, or licensed to, the operator is acknowledged on the website.
  • Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
  • From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
  • You may not create a link to this website from another website or document without our consent.
  • Your use of this website and any dispute arising out of such use of the website is subject to the laws of England and Wales.

Website Privacy Policy

What personal data we collect and why we collect it

Event, Venue, and Organiser Information

If you create, submit, import, save, or publish Event, Venue, or Organiser information, such information is retained in the local database:

  1. Venue information: name, address, city, country, state, postal code, phone, website, geographical coordinates (latitude and longitude)
  2. Organiser information: name, phone, website, email
  3. Event information: website, cost, description, date, time, image

Importing Events, Venues, and Organisers:

  1. All data present within a CSV or ICS file and external URLs (for events, venues, organizers, and tickets)
  2. Import origin data (URL from where events are being imported—such as Eventbrite, MeetUp, other compatible URL sources, and more, which can include similar or same data as listed above)
  3. Eventbrite Ticket information: name, description, cost, type, quantity

Please note that to create new events through the website submission form, a user must hold a website account on this domain. This information is retained in the local database. It is also possible to create events anonymously, if the site owner has this option enabled.

When purchasing Eventbrite Tickets, attendee, purchaser, and order information are stored and managed by Eventbrite.

API Keys.

We make use of certain API keys, to provide specific features.

These API keys may include the following third-party services: Google Maps, PayPal, Eventbrite, Event Tickets and Stripe (API key, auth URL and Client Secret).

Cookies Policy

We use cookies on our website. By using our website, you agree to this Policy, and you consent to our use of cookies in accordance with the terms of this Policy.

About Cookies

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added, and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences

There are two main kinds of cookies: “session” cookies and “persistent” cookies. Session cookies only last for the duration of users using the website and are deleted from your computer when you close your browser, whereas persistent cookies outlast user sessions and remain stored on your computer until deleted, or until they reach their expiry date.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. Most browsers allow you to reject all cookies, whilst some browsers allow you to reject just third-party cookies.

If you would like to find out more about cookies, including how to see what cookies have been set and how to manage and delete them, please visit:

Cookies on

We use cookies to help us improve the website’s usability and for marketing purposes. We may also use cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website to tailor it to customer needs. We only use this information for statistical analysis purposes.

For this purpose, we use Google Analytics. Google Analytics generates statistical and other information about website use by means of cookies, which are stored on users’ computers. The information generated relating to our website is used to create reports about the use of the website. Google will store and use this information. Google’s privacy policy is available at:

If you would like to opt out of being tracked by Google Analytics across all websites, please visit:

A cookie in no way gives us access to your computer or any information about you, however we are committed to ensuring that your information is secure. To prevent unauthorised access or disclosure we have put in place suitable physical, electronic, and managerial procedures to safeguard and secure the information we collect online.

You can read our full Privacy Policy here.


This website and its content are copyright of “The Pen Museum” – © “The Pen Museum” All rights reserved.

Any redistribution or reproduction of part or all the contents in any form is prohibited other than the following:

  • you may print or download to a local hard disk extracts for your personal and non-commercial use only
  • you may copy the content to individual third parties for their personal use, but only if you acknowledge the website as the source of the material.

You may not, except with our express written permission, distribute or commercially exploit the content. Nor may you transmit it or store it in any other website or other form of electronic retrieval system.

If you feel we have misrepresented or infringed your copyright, please contact us immediately.

Take Down Notice

In the event that you are the owner of the copyright and/or a related right in any of the material on this website or have a grievance related to a breach of any moral rights you may have in the material on this website, or with respect to any rights of privacy or a similar complaint relating to identifiable individuals included within material on this website, please contact us providing the information requested below. We will review your complaint and, if there is due proof and basis for your complaint, we shall expeditiously withdraw the material from our website.

To process your complaint promptly, this template should be used to document your complaiynt. This should then be sent to the Sceretary at the museum your complaint will be acknowledged within seven working days of receipt.

To: Birmingham Pen Trade Heritage Association

From: [Name, address, telephone number and email address of complainant.]

Reference: [Title and unique identifier to which complaint refers] [(subject of complaint)].

Please delete as required:

(1) Infringement of copyright/authors moral rights/related rights.

  • The following material is protected by intellectual property law.

[Identify the protected material in as much detail as possible identifying the sites and/or pages and/or location of the material. Indicate the category for protection under intellectual property law (e.g., original literary, dramatic, or musical work, software). Specify exactly the extent of use, e.g., by quoting text that has been reproduced] (The Protected Material).

  • I/we own or am authorised to represent the owner of intellectual property rights in the protected material. I am the author/director of and thus have moral rights in the protected material.
  • I/we hereby give notice of:

Unauthorised use by reason of reproduction and/or making available the protected material; and/or Breach of the moral right because my work has been subjected to derogatory treatment, I have not been named as the/an author, or I have been falsely attributed as the/an author.



  • [Specify the nature of the complaint e.g., defamation, breach of confidence, data protection, use of material depicting an identifiable individual for whom consent has not been sought.]
  • [Specify the law that is alleged to have been breached, where appropriate].
  • [Describe the content subject to the complaint in as much detail as possible e.g., by providing links to identify the specific content]
  • [Explain the nature of the complaint regarding the applicable law, e.g., that an individual may reliably be identified and thus data protection legislation has been breached]

(3) I/we hereby request, with reference to the subject of this complaint, you/I/your organisation:

  • Remove it from the website; and
  • Cease further use of it; and
  • Withdraw from circulation any materials that include it which is under your control.

(4) I/we request that you promptly notify me/us when you have complied with my/our request in section 3 above.

(5) I/we attach/direct you to the following additional information which supports my complaint: [proof of ownership, etc]

(6) The information contained in this notice is accurate and provided in good faith.

(7) This notice is given to you without prejudice to any other communication or correspondence relating to the complaint.




Telephone number:

Email address:

If you require any assistance completing this Template, please contact us.

Customer Comments, Compliments and Complaints

The Pen Museum welcomes customer feedback in all forms. Visitors are encouraged to comment on our facilities and services, and we will use customer input to improve our customer service and visitor experience.  We will respond as appropriate to complaints and comments in respect of any action taken.

We like customers to complement our Volunteers on good service. We will acknowledge compliments and pass them on to Volunteers, so they know their commitment to good service is appreciated.

The Pen Museum aims to provide a reliable, consistent, and high-quality service always and if a visitor is unhappy in any way with our service, this document describes how they can contact us to make a complaint. Our aim is to achieve resolution at the earliest stage possible.

How comments, compliments or complaints can be reported:

We welcome the opportunity to address customer comments, compliments, and complaints in person. Visitors can request to see the Duty Manager if there are any issues that need to immediately be brought to our attention.  Alternatively, they can email or write to us at:


Our complaints policy is aimed at anyone external to the Pen Museum and describes the procedures for making a complaint.

The Museum will deal with complaints in a serious and professional manner to help earn the trust of visitors and to help us deliver excellent customer service

We will deal with any complaint, including: 

A complaint about the standard of service.
A complaint about how an individual has been treated by a member of staff/volunteer.

How will we investigate a complaint? 

A complaint can be made to the Duty Manager of the Pen Museum in person, or via email (, or letter. A complaint can be made before, during or after a visit. Complaints that are made verbally to a member of staff/volunteer can often be resolved there and then. If necessary, the Museum Manager/ Duty Manager will be involved. Where resolution is not possible, the complainant will be given the opportunity to formalise their complaint, as well as full details on how to do this.

Upon receipt of a formal complaint:  

First stage:

Receiving and acknowledging the complaint.  We will acknowledge a written complaint within five working days of its receipt by an individual. As far as is practicable, if a complaint cannot be addressed within 5 days, a communication will be made to reflect this and a proposed time for the final resolution will be offered, including explanations for that time. The Management Committee will be notified as necessary, depending on the nature of the complaint and the resolution required.

Second stage:

If the complainant is not satisfied with the first stage response.  Second stage complaints are investigated by the Trustees in conjunction with the Museum Manager, as appropriate. The outcome of this investigation will be communicated in writing to the complainant and will give details of any actions taken.

Third stage:

If the complainant is still dissatisfied.  The complaint will be passed up by the Chair of the Trustees to the Pen Museum Board of Trustees. The Chair, with the involvement of the Trustees will check that the investigation so far has been carried out fully and properly. The Chair will check that the fundamental point of the complaint has been addressed and look at any outstanding issues raised by the complainant. The outcome of this process will be communicated to the complainant.