| Summary of Complaint |
How received |
When Received |
Case ref |
Background Information |
Action taken and response to complaint |
| Complainant not happy with the time their order took to arrive and was concerned by the quality of the packaging |
Telephone |
7.1.14 |
4202 |
Users can order copies of our records from Document Services |
We apologised that the order arrived late and in damaged packaging. The order was due to be completed on Christmas Eve and was posted out on 30 December, we sent out a replacement order. |
| Complainant felt It is an insult to have to pay for a search to locate service details of a relative |
Email |
13.1.14 |
4221 |
Users can request a paid search to be carried out by The National Archives staff |
We explained why we charge for value added services and how that fitted in with HM Treasury rules. |
| Lack of UV lamps in the Map Room |
Your Views |
17.1.14 |
4316 |
There is a stock of UV lamps in the Map Room that users can borrow to read records |
We apologised that there was only a limited number of lamps available, this was due to high usage, and some had been withdrawn to complete maintenance. |
