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|We apologised that there was only a limited number of lamps available, this was due to high usage, and some had been withdrawn to complete maintenance.