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

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November 2014 - The National Archives - Complaints
Summary of Complaint	How received	When Received	Case ref	Background Information	Action taken and response to complaint
The complainant was dissatisfied with level of advice given prior to their visit, and the perceived lack of staff helpfulness when they visited	Your Views	4.11.14	7369	Users can ask our staff for advice on their research, before they visit and onsite	We apologised for the frustration experienced before and during the complainant's visit and offered detailed research advice.
The complainant was concerned about being ‘told off twice’ by a member of staff in the Document Reading Room	Your Views	6.11.14	7389	Reading Room rules apply to handling of documents by all users - 'Rules for Readers'	We apologised for the complainant's experiences and explained that staff were correct to challenge their actions to protect the collection. We reminded staff of the need to explain their actions in customer focused way.
The complainant was dissatisfied with changes made to Discovery and was unable to locate information	In person	7.11.14	7396	Users can search Discovery, our online catalogue to locate a record we hold and those of other archives across the UK	We offered advice on how to search Discovery and gave links to search results to assist the enquirer and improve their user experience going forward.