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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.