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

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December 2013 - The National Archives - Customer Feedback and Complaints
Summary of Complaint How received When Received Case ref Background Information Action taken and response to complaint
Web Archive did not allow me to find and have access to legislation that was in force before November 2008 - that was superseded by the document you have archived. Email 11.12.13 4115 Web Archive holds snapshots of archived Governmental web sites The web page required by the complainant had not been archived and we supplied a link to the requested page.
The complainant wanted to access the Map Room to get advice from staff, but could not access the room as they arrived without the correct Identification to apply for a readers ticket Email 12.12.13 4117 Users require a readers ticket to access the Map Room and Document Reading Room Staff confirmed that the complainant needed to speak to staff in the Map Room - but did not alert service managers to the situation, for which we apologised. On the complainant's next visit, we were able to make available staff with knowledge of the subject matter.
Complainant requested information on SOE agent ' Parlevliet Hermanus' and operation Beetroot - advice given was poor Email 10.12.13 4104 Users can ask for guidance or advice on their research We apologised for the way the complainant's correspondence was handled and amended the error in Discovery's file description relating to 'Parlevliet'.