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National Archives Customer Feedback and Complaints Customer Feedback and Customer Feedback Complaints - Sept 2014

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September 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 was disappointed that a technical IT problem stopped documents being ordered after 15.20 hrs Your Views 1.9.14 5978 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 Email 2.9.14 5991 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 Email 5.9.14 6014 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.