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National Archives Customer Feedback and ComplaintsCustomer Feedback and Complaints - Mar 2014

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March 2014 - The National Archives - Customer Feedback and Complaints
Summary of Complaint	How received	When Received	Case ref	Background Information	Action taken and response to complaint
The complainant arrived from New Zealand and was unable to obtain a reader's ticket as we could not accept the New Zealand driving licence as a form of address identification	Your Views	12.3.14	4755	Users wanting to access original records need to apply for a reader's ticket	We explained why we require two forms of identification to apply for a reader's ticket and re-affirmed that address details are essential. The complainant was complimentary about advice staff that they had spoken with, but were still disappointed that they could not complete their research.
The complainant was concerned that a member of catering staff was sleeping in the restaurant. The complainant had previously expressed concerns on the same issue	Your Views	14.3.14	4776	All contract staff have a code of conduct to follow which sets out expected behaviours	We investigated and could not identify a member of staff that matched the description given. The complainant did not supply contact information, so we were not able to follow up or ask for more information.
The complainant was concerned that the wrong part of a record was copied and that the correct part could not be copied due to the size. A refund was requested	email	17.3.14	4814	Users can order copies of our records from Document Services	The complainant was directed to the Image Library, who were able to resolve the issues with the images. No refund was authorised as the order was as delivered as requested. Suggestions made on how to simplify the ordering system were passed on to Service Managers to consider further.