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National Archives Customer Feedback and ComplaintsCustomer Feedback and Complaints - Dec 2014

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December 2014 - The National Archives - Complaints
Summary of Complaint How received When Received Case ref Background Information Action taken and response to complaint
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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 Email 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.