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National Archives Customer Feedback and ComplaintsCustomer Feedback and Complaints - June 2013

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June 2013 - The National Archives - Customer Feedback and Complaints
Summary of Complaint How received When Received Internal ref Comp ref Background Information Action taken and response to complaint
Download contained three blank pages. The complainant tried to contact us by email and telephone – but received no reply Email 8.6.13 3016 Comp ref: 334 Users can download copies of digitised records We apologised for the lack of response and re-sent the complete order by email.
The complainant raised a number of concerns relating to staff and records. Letter 11.6.14 3022 Comp ref: 335 Complainant had visited The National Archives over a number of years and had encountered a number of problems All documents mentioned by the complainant were checked and where required they were re-tagged, re-ordered and re-covered. Concerns relating to staff were investigated according to our internal procedures.
The complainant raised concerns regarding the quality of two paid searches Telephone 21.6.15 3023 Comp ref: 336 Complainant had commissioned paid searches to research a merchant seaman’s service There had already been a review carried out in to the quality of the search. Internal Review was carried out, which upheld the original decision but had a recommendation to make. Complainant still dissatisfied and asked the ICR to review the case.