National Archives Customer Feedback and Complaints
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|April 2015 - The National Archives - Complaints
|Summary of Complaint
|Action taken and response to complaint
|Arrived to find that we closed at 1700hrs on the Thursday before Easter. Reader had checked website before visiting
|The National Archives was closed over the Bank Holiday weekend, and closed at 1700 hrs on Thursday
|We explained that there was a news article on the website from 1 April detailing the closure details. The complainant gave us details of what they were going to research and as a gesture of good will, we checked a record to confirm the information was not present.
|The complainant was disappointed with the format that a reply to an enquiry was received in.
|Users can request that closed records are reviewed under FOI. A written response is supplied in all cases explaining a decision.
|We apologised for the inadvertent error. We immediately re-sent the file in our standard format that could be accessed.
|The complainant was dissatisfied that the Red lists are being removed from the Reading Room.
|The paper catalogues (Red lists) are no longer updated and up to date information can be located through Discovery
|We explained the reasons why some of the Red lists are being removed and how to access the information and download the results using Discovery, our online Catalogue.