National Archives Customer Feedback and Complaints
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|May 2014 - The National Archives - Customer Feedback and Complaints
|Summary of Complaint
|Action taken and response to complaint
|Customer unhappy with long queues for coffee at the coffee bar. More staff required at busy times
|Users can utilise the catering facilities to purchase food and drink
|We apologised for the unsatisfactory service and explained how the resources are normally flexed. Due to staffing issues on the day this was not possible.
|Complainant arrived at the archives to find we were closed
|The National Archives was closed over the Bank Holiday weekend
|We apologised for the wasted visit and explained the different ways in which the closure information is made available - website, contact centre and tannoys.
|The complainant could not find any Admiralty records searched for on the website
|Users can access records guidance on the web site and search for records via Discovery
|We apologised for the problems experienced and offered detailed advice on how to research the relevant Admiralty records.