National Archives Customer Feedback and Complaints
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|November 2015 - The National Archives - Complaints
|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.
|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.
|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.
|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.