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National Archives Customer Feedback and Complaintsustomer Feedback and Complaints - June 2016

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June 2016 - The National Archives - Complaints
Not set How received When Received Case ref Background Information Action taken and response to complaint
The complainant was dissatisfied with the way their page check was carried out Email 10.6.16 11112 Users can Request a page check and then order copies of our records from our Record Copying Service We provided a detailed explained how the system works and the differences between researching and searching for specific information documents, with illustrative examples. We outlined the different options for paid research which the complainant might find more suitable for their research needs.
Complaint about lack of response to e-mails sent to Legislation services address & concerns about general level of service provided. Email 30.6.16 11228 Users can e-mail our Legislation services team with enquiries and feedback on the service. We investigated the matter and established the reasons for a lack of response. We apologised and provided free scans of the legislation requested. We were not able to investigate one aspect of the complaint due to passage of time, as the enquiry had been made in 2011 and customer records for this date have not been retained. We upheld the complaint about the lack of response to a more recent enquiry, as a response had not been issued.
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