National Archives Customer Feedback and Complaints
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|November 2014 - The National Archives - Complaints
|Summary of Complaint
|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
|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
|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
|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.