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National Archives Customer Feedback and Complaintsustomer Feedback and Complaints - April 2016

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April 2016 - The National Archives - Complaints
Not set	How received	When Received	Case ref	Background Information	Action taken and response to complaint
The complainant was disappointed that following a 1939 Register subject access request, that we would only supply a transcription of the entry and not a full copy	Email	5.4.16	10673	Users can request a search for their own information held in the 1939 Register for a fee under the Data Protection Act	We reviewed the text on the website and it does state that the fee is payable and as the record remains closed that a transcript would be supplied. There was some confusion around the advice given after the search had been undertaken. As a gesture of good will a refund was issued.
The complainant downloaded and medal card and was disappointed that proof of when he actually enrolled and finished was not included and that it showed 5 other soldiers details	Email	5.4.16	10678	Users can search and download digitised records via Downloads Direct	We explained how the record could be converted to only show the one person of interest.
The complainant was not happy that a camera case that had been used for a number of years was no longer permitted in the reading rooms and also voiced concerns over the number of sheets of paper now allowed	Letter	11.4.16	10708	The National Archives is piloting a new 'permitted items' approach to managing what items can be taken in to the reading room	We explained the reasons for the pilot and why camera cases were not permitted. We reassured the complainant that all feedback received would be reviewed at the end of the pilot period.