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

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February 2014 - The National Archives - Customer Feedback and Complaints
Summary of Complaint	How received	When Received	Case ref	Background Information	Action taken and response to complaint
Complainant did not get the level of advice or help they were expecting during a recent visit	Email	2.2.14	4446	Users can ask for guidance or advice on their research	We apologised for the complainant's experience and requested further information to fully investigate, which the complainant did not supply.
(1) SP35 online search tool is poor. (2)The complainant was concerned that the Museum display on slavery is not correct - William Wilberforce born 1759 so could hardly have been an active anti-slaver in the 1760's	Your Views	13.2.14	4538	(1) We provide online access via subscription services to our digitised records. (2) Museum has a number of displays - that inform users of the context or content of a display or document	(2) We could not identify the text the complainant mentioned and requested further information. (1) We offered detailed advice on searching SP 35 online.
Complainant felt that the documents being accessed should be catalogued in more detail and suggested if The National Archives does not have the expertise to do so, then documents should be sent abroad	Your Views	13.2.14	4539	Users can search, order and view records relating to their research through Discovery	We explained what work we carry out to catalogue our collection and some of the limitations we face with such a large and diverse collection. We offered advice on how to research such records and explained that experienced staff were available in the reading room to offer advice.