National Archives Customer Feedback and Complaints
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|September 2014 - The National Archives - Customer Feedback and Complaints
|Summary of Complaint
|Action taken and response to complaint
|The complainant was disappointed that a technical IT problem stopped documents being ordered after 15.20 hrs
|Users order original records using PC terminals in the reading room
|We apologised for the inconvenience caused by the outage and explained that it was not possible to switch to manual document ordering at that time. We supplied a copy of the record that was to be ordered as a gesture of good will.
|Two Record Copying orders supplied incorrectly. Copies received were not as ordered
|Users can order copies of our records from Document Services
|We apologised for the mistake and the correct copies were sent to the complainant.
|The complainant was dissatisfied with the response to a Legislation Services enquiry
|Users can ask for guidance or advice on their research
|We apologised for the disappointment experienced and offered specific advice in relation to the complainant's research.