National Archives Customer Feedback and Complaints
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|January 2015 - The National Archives - Complaints
|Summary of Complaint
|Action taken and response to complaint
|Customer ordered copies of photographs. Images ordered had faces 'redacted'. Customer was dissatisfied with quality of redaction and requested a refund
|Copies of records can be ordered through our Record Copying Service
|The photos had been redacted at the time of creation, and there was supporting evidence that demonstrated that this was a prerequisite for access to the subject matter. We explained this to the complainant and had the Discovery descriptions updated to inform users that some records had been redacted.
|The complainant received records advice from our Enquiry Service and then visited. The records ordered did not contain the information as suggested, and the customer felt this was a wasted visit
|Users can contact our staff using a number of different contact options to gain advice and guidance on visiting and researching at The National Archives
|We apologised for any misunderstanding and offered detailed advice on the complainant's specific research subject, so that they could progress their research, elsewhere at institutions.
|The complainant downloaded a Royal Navy service record and was not satisfied with the level of detail contained in the record - requested a refund
|Offsite users can search our Digital Downloads Service to locate and download digital copies of our records on payment of fee
|We offered detailed records advice and supplied links to where further information could be located. No refund was authorised as the record was complete and was of good quality.