| Summary of Complaint |
How received |
When Received |
Case ref |
Background Information |
Action taken and response to complaint |
| The complainant downloaded a war diary from our Online records section of the website and was disappointed that the download did not open |
Email |
4.3.15 |
8138 |
Users can search and download digitised records via the Online Records section of our website |
We investigated and could find no faults with the system. There could be a number of factors that affect a download such as the browser and internet connection. We requested further information to enable us to follow up the issues, but received no reply |
| The complainant was not satisfied with the reply to an enquiry |
Email |
12.3.15 |
8216 |
Users can ask for guidance or advice on their research |
We looked at the correspondence chain and arranged for a Records Specialist to provide more detailed advice on the complainant's research subject. |
| The complainant was disappointed that a digitised record from our website was hard to read. The same content could have been accessed by the complainant via a 3rd party commercial partner's website. |
Email |
15.3.15 |
8239 |
Users can search and download digitised records via the Online Records section of our website - these records can be accessed via partner websites as well |
We explained that there is currently a project looking at how we display the different options to users in cases where public records have been digitised and are available through other commercial service providers. |
