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National Archives Customer Feedback and ComplaintsCustomer Feedback and Complaints - December 2015

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December 2015 - The National Archives - Complaints
Not set How received When Received Case ref Background Information Action taken and response to complaint
The complainant ordered copies of bomb census maps and was dissatisfied as some items were not what was expected. Email 2.12.15 9899 Users can order copies of our records from our Record Copying service. We investigated and found that some maps supplied were not as expected and a partial refund was arranged. Due to a system error the payment was delayed, for which we apologised. After consulting with a records specialist, two additional copies were supplied to ensure the complainant had all the relevant copies they had been expecting.
The complainant ordered copies of a Colonial Office record and was dissatisfied as the information originally requested was not supplied. They did not find the explanations received helpful. Email 4.12.15 9905 Users can order copies of our records from our Record Copying service. We investigated and located the correct information. A refund was authorised for the difference in cost and the correct copies supplied. We apologised to the complainant for the inconvenience caused and carried out additional research to identify further relevant material within the document as a gesture of goodwill.
The complainant was dissatisfied that changes could not be made to the 1939 Register record, although they had supplied documentary evidence. Email 10.12.15 9941 The 1939 Register was released as a part closed record series through our licensed commercial partner, Records of people who are less than 100 years old are closed. However, users can search and make a request to review closed records with a valid proof of death and payment of a fee. We spoke to our partner, Findmypast, to understand what had happened. A takedown request was expedited immediately for a record relating to a living individual, and two requests for reviews of closed records considered. We investigated and explained the different ways in which requests could be submitted. Due to unforeseen delays, as a one-off gesture of goodwill, it was agreed we would carry out the searches on a complimentary basis.