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National Archives Customer Feedback and ComplaintsCustomer Feedback and Complaints - July 2013
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Download this file| July 2013 - The National Archives - Customer Feedback and Complaints | ||||||
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| 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) | 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 members staff or services. | We apologised for the problems experienced and the Bookshop now has a direct line: 0208 392 5394. |