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

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May 2015 - The National Archives - Complaints
Complaint How received When Received Case ref Background Information Action taken and response to complaint
The complainant was unhappy with the changes made to the search method following the update to Discovery, our Online Catalogue Email 8.5.15 8594 Users can search Discover, our Online Catalogue to search for records relating to their research We explained why there was a change in our index and search engine, its limitations and the work that will be carried out to improve the search logic and functionality.
A number of WO 361 records requested were not all available to consult during two visits. This was due to a current digitisation project. Email 17.5.15 8636 Files that are being worked on as part of a digitisation project can be unavailable to users for a period of time. We explained the process the records go through and the reasons why they are unavailable to order. We explained how staff can check document availability and identified improvements to our website information. The complainant was still dissatisfied and requested an internal review of their complaint