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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.