National Archives Customer Feedback and Complaints
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|July 2013 - The National Archives - Customer Feedback and Complaints
|Summary of Complaint
|Action taken and response to complaint
|Complainant had not received the results of a paid search
|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)
|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
|Comp ref: 347
|Users can say a name or number to get connected to members staff or services.
|We apologised for the problems experienced and the Bookshop now has a direct line: 0208 392 5394.