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National Archives Customer Feedback and ComplaintsCustomer Feedback and Complaints - Jan 2014

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January 2014 - The National Archives - Customer Feedback and Complaints
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We apologised that there was only a limited number of lamps available, this was due to high usage, and some had been withdrawn to complete maintenance.