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

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July 2014 - The National Archives - Customer Feedback and Complaints
Summary of Complaint How received When Received Case ref Background Information Action taken and response to complaint
The complainant received no response to an enquiry voicing concerns as to whether a service record was complete and asking for a comparison of the original and on-line source. Email 15.7.14 5623 Some of The National Archives collection has been digitised and can be accessed online We investigated and confirmed that no pages were missing from the online record - it matched what survives in the original record. We explained the detailed process that is followed during scanning to ensure accuracy in content
The complainant was concerned that the signage from Kew Gardens station did not fully direct users to the archives Your Views 16.7.14 5626 Not set We explained that specialist consultants work with us to carry out access audits - which include external signage, and confirmed that Transport for London and the local council are responsible for signage in the area. Although we can suggest changes – we have no powers to enforce or influence these changes.
The complainant was concerned that a number of chairs were missing from the Document Reading Room Your Views 16.7.14 5627 Every table in the Document Reading Room should have a chair We completed a check of the reading room and located chairs that had been moved from where they should be located - we thanked the complainant for bringing the shortage to our attention.