National Archives Customer Feedback and Complaints
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|March 2015 - The National Archives - Complaints
|Summary of Complaint
|Action taken and response to complaint
|The complainant downloaded a war diary from our Online records section of the website and was disappointed that the download did not open
|Users can search and download digitised records via the Online Records section of our website
|We investigated and could find no faults with the system. There could be a number of factors that affect a download such as the browser and internet connection. We requested further information to enable us to follow up the issues, but received no reply
|The complainant was not satisfied with the reply to an enquiry
|Users can ask for guidance or advice on their research
|We looked at the correspondence chain and arranged for a Records Specialist to provide more detailed advice on the complainant's research subject.
|The complainant was disappointed that a digitised record from our website was hard to read. The same content could have been accessed by the complainant via a 3rd party commercial partner's website.
|Users can search and download digitised records via the Online Records section of our website - these records can be accessed via partner websites as well
|We explained that there is currently a project looking at how we display the different options to users in cases where public records have been digitised and are available through other commercial service providers.