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National Archives Customer Feedback and ComplaintsCustomer Feedback and Complaints - November 2015

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November 2015 - The National Archives - Complaints
Not set	How received	When Received	Case ref	Background Information	Action taken and response to complaint
The complainant was dissatisfied that users are required either to have a subscription to Findmypast, or to pay for us to search for a closed entry in the 1939 Register.	Email	2.11.15	9713	The 1939 Register has been released jointly by Findmypast and The National Archives	We explained the purpose of the search process around these records and that the fee charged was to recover the costs of the service. The National Archives is entitled to charge to recover costs through a statutory instrument.
A reader found some of the chairs in the Map & Large Document Reading Room to be in an unacceptable state and a cause for their discomfort.	Your Views	6.11.15	9745	There are a number of different, height and arm adjustable chairs available within the main Reading Rooms	We met with the complainant and looked at the chairs in question. It was agreed that we would redistribute four chairs of a different style from another area of the Reading Room to improve the choice for Map & Large Document Reading Room readers.
A user reported a transcription error which had allowed access to a record that should have remained closed in the 1939 Register.	Email	9.11.15	9763	The 1939 Register has been released jointly by Findmypast and The National Archives. Data for entries where individuals are less than 100 years old are closed.	The complainant was concerned that action to take down an open entry relating to her father who had provided evidence he was living, had been delayed. We spoke to our partner and explained the situation requesting an immediate take down. The complainant thanked us for our actions. As a result, we made further refinements to the take down process with our partners.