National Archives Customer Feedback and Complaints
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|April 2016 - The National Archives - Complaints
|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
|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
|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
|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.