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National Archives Customer Feedback and ComplaintsCustomer Feedback and Complaints - July 2013

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July 2013 - The National Archives - Customer Feedback and Complaints
Summary of Complaint How received When Received Internal ref Comp ref Background Information Action taken and response to complaint
Complainant had not received the results of a paid search Letter 14.7.13 3273 Comp ref: 345 Users can pay for our staff to carry out research into specific records The research and report were completed and sent out before the target date – there was a delay in sending out the copies. We apologised for the delay and for not responding to follow up messages.
Dissatisfied with the policy on advance ordering and advance reader registration (Availability of Reader's Ticket for Overseas Visitors) Email 18.7.13 3288 Comp ref: 346 User who want to access original records need to register for a readers ticket We explained that the registration system is being changed to allow users to register online and how that affects advance ordering.
Complainant not able to contact the Bookshop or staff using the voice recognition system on a number of occasions Telephone 18.7.13 3289 Comp ref: 347 Users can say a name or number to get connected to member’s staff or services. We apologised for the problems experienced and the Bookshop now has a direct line: 0208 392 5394.