National Archives Customer Feedback and Complaints
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|October 2013 - The National Archives - Customer Feedback and Complaints
|Summary of Complaint
|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
|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
|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.
|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.