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

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October 2013 - The National Archives - Customer Feedback and Complaints
Summary of Complaint How received When Received Internal ref Comp ref Background Information Action taken and response to complaint
Complainant not satisfied with the contents of a download record – one of the two pages just contained a logo and the content was not as described Email 6.10.13 3801 Comp ref: 362 Users can search and download digitised records via Discovery Downloads We explained that every order contains a logo page – this indicates that the record is from The National Archives collection. The records description was correct – but the content of the record was not what the complainant expected.
Disappointed with the results of a paid search Letter 10.10.13 3819 Comp ref: 363 Users can request a paid search to be carried out by The National Archives staff We refunded the fee and apologised that clear instructions were not followed.
Complainant had called before visiting and arrived with the wrong identification. Email 12.10.13 3827 Comp ref: 364 Users can telephone the archives in advance of a visit We investigated and listened to the recorded calls for the day and times supplied by the complainant – all advice issued was to standard.