The Imperial War Museum has faced criticism after a retired soldier said a gift-shop employee told him the museum had “nothing to do with the military” when his daughter asked about a veteran’s discount. The incident has prompted accusations that the museum disrespects veterans and has intensified an existing dispute over its approach to military history and representation.

The veteran served in Northern Ireland, Bosnia, Iraq and Afghanistan and was mentioned in despatches three times. The controversy follows Lord Ashcroft’s criticism of the museum after it stopped displaying his collection of 245 Victoria Crosses; the collection is now at the National Army Museum, which offers soldiers and veterans a 20 per cent shop discount. The IWM said it was investigating, apologised for the visitor’s experience and stressed that veterans’ stories and service are central to its work.