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National Archives Customer Feedback and ComplaintsCustomer Feedback and Complaints - Dec 2014
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Download this file| December 2014 - The National Archives - Complaints | |||||
|---|---|---|---|---|---|
| Summary of Complaint | How received | When Received | Case ref | Background Information | Action taken and response to complaint |
| Not set | Not set | Not set | Not set | Not set | Not set |
| The complainant was frustrated and up-set by the customer service received during a visit and when applying for a reader's ticket | Letter | 19.12.14 | 7686 | Users can ask for guidance or advice on their research - a reader's ticket is required to consult original documents in our Reading Room | We apologised that the complainant had an poor experience and we explained what measures have been taken to ensure users get the best service at busy times. |
| The complainant requested a refund for purchase of an incorrect record | 17.12.14 | 7673 | Users can search and download digitised records via Downloads Direct service | We investigated the complainant's concerns and agreed that in this case a refund was warranted. We also offered detailed records advice to help progress the complainants research. |