National Archives Customer Feedback and Complaints
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|April 2013 - The National Archives - Customer Feedback and Complaints
|Summary of Complaint
|Action taken and response to complaint
|The complainant visited and a document was wrongly produced - staff were alerted and the correct document was produced after the complainant went back to staff after waiting an hour
|Comp Ref: 315
|Users can order original records to view in the reading room. These are produced from the repositories
|We apologised for the time it took to correct the mistake and explained the process in detail.
|Document partially opened after an FOI review - but was not available to view on date started.
|Comp Ref: 316
|Records that are opened following an FOI review need to be processed and made available
|The redacted copy was made available for inspection.
|Reader registration system time-consuming and unnecessarily bureaucratic
|Comp Ref: 317
|Users wanting to view original records require a reader's ticket
|We apologised for the inconvenience and explained the changes being made to streamline the process.