| Summary of Complaint |
How received |
When Received |
Case ref |
Background Information |
Action taken and response to complaint |
| Customer ordered copies of photographs. Images ordered had faces 'redacted'. Customer was dissatisfied with quality of redaction and requested a refund |
email |
8.1.15 |
7762 |
Copies of records can be ordered through our Record Copying Service |
The photos had been redacted at the time of creation, and there was supporting evidence that demonstrated that this was a prerequisite for access to the subject matter. We explained this to the complainant and had the Discovery descriptions updated to inform users that some records had been redacted. |
| The complainant received records advice from our Enquiry Service and then visited. The records ordered did not contain the information as suggested, and the customer felt this was a wasted visit |
email |
21.1.15 |
7845 |
Users can contact our staff using a number of different contact options to gain advice and guidance on visiting and researching at The National Archives |
We apologised for any misunderstanding and offered detailed advice on the complainant's specific research subject, so that they could progress their research, elsewhere at institutions. |
| The complainant downloaded a Royal Navy service record and was not satisfied with the level of detail contained in the record - requested a refund |
email |
24.1.15 |
7863 |
Offsite users can search our Digital Downloads Service to locate and download digital copies of our records on payment of fee |
We offered detailed records advice and supplied links to where further information could be located. No refund was authorised as the record was complete and was of good quality. |
