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National Archives Customer Feedback and ComplaintsCustomer Feedback and Complaints - May 2013

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May 2013 - The National Archives - Customer Feedback and Complaints
Summary of Complaint	How received	When Received	Internal ref	Comp ref	Background Information	Action taken and response to complaint
Arrived for a visit on the Saturday before a bank holiday to find that we were closed	Email	4.5.13	2844	Comp Ref: 327	The National Archives was closed over the bank holiday weekend	We apologised for the wasted visit and explained where the closure information is displayed.
Complainant was informed refund would be processed in 5 days – this was not the case	Email	13.5.13	2863	Comp Ref: 328	Not set	Refund was authorised and we apologised for the delay in refunding monies.
Not able to Advance order records as readers ticket had expired. During visit ordered records took longer than the stated delivery time	Email	16.5.13	2857	Comp Ref: 329	Users with valid readers tickets can order records in advance	We explained why we have such mechanisms in place and gave details of changes we are making. We apologised for the slow delivery of record and as a gesture of good will supplied a small number of images.