National Archives Customer Feedback and Complaints
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|June 2014 - The National Archives - Customer Feedback and Complaints
|Summary of Complaint
|Action taken and response to complaint
|Staff reported to be using the invigilation room to cut through to the counter area - disturbing users researching in the Document Reading Room
|Document Services staff can access the invigilation room to access the counter area
|We explained why staff can use this route and how it helps with invigilating the records accessed in that area.
|The complainant requested an estimate of a record that had been opened following a FOI review. This request was abandoned as the record had not yet been released
|Records that are opened following an FOI review need to be before they are available for copying
|We explained that the record was not opened until after the first request was received and the request was abandoned. A subsequent request made a few days later was successfully completed.
|Request by letter for payment to use National Archives images in a publication was felt to be discourteous by the complainant
|Finance team use industry standard stock letters to follow up on outstanding payments against invoices
|We apologised to the complainant for any upset and have reviewed the stock letters to ensure they meet our expected standards for correspondence.