| Summary of Complaint |
How received |
When Received |
Internal ref |
Comp ref |
Background Information |
Action taken and response to complaint |
| Complainant not satisfied with the contents of a download record one of the two pages just contained a logo and the content was not as described |
Email |
6.10.13 |
3801 |
Comp ref: 362 |
Users can search and download digitised records via Discovery Downloads |
We explained that every order contains a logo page this indicates that the record is from The National Archives collection. The records description was correct but the content of the record was not what the complainant expected. |
| Disappointed with the results of a paid search |
Letter |
10.10.13 |
3819 |
Comp ref: 363 |
Users can request a paid search to be carried out by The National Archives staff |
We refunded the fee and apologised that clear instructions were not followed. |
| Complainant had called before visiting and arrived with the wrong identification. |
Email |
12.10.13 |
3827 |
Comp ref: 364 |
Users can telephone the archives in advance of a visit |
We investigated and listened to the recorded calls for the day and times supplied by the complainant all advice issued was to standard. |
