National Archives Customer Feedback and Complaints
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|April 2014 - The National Archives - Customer Feedback and Complaints
|Summary of Complaint
|Action taken and response to complaint
|Complainant did not receive a reply from us relating to a Freedom of Information request within 20 working days
|Users can submit a FOI request to get closed record's status reviewed
|We investigated and found that the request had not been received due to email address used, which was treated as spam. We informed the complainant and logged their FOI request
|The complainant has not received all of their Record Copying estimates or an explanation as to why they cannot be completed
|Users can order copies of our records from Document Services
|We explained what was happening with the requests we had received and explained that some estimate requests had not been received.
|Complainant would like us to reassess a recent decision regarding the use of magnifying glasses with built in lights in the Map and Large Document Room.
|Users can enquire if certain types of equipment are permitted in the reading room - we will assess the equipment and either allow access or refuse
|We checked the equipment and it was decided that it was not suitable to be taken into the Reading Rooms. We explained why this decision had been made.