National Archives Customer Feedback and Complaints
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|May 2013 - The National Archives - Customer Feedback and Complaints
|Summary of Complaint
|Action taken and response to complaint
|Arrived for a visit on the Saturday before a bank holiday to find that we were closed
|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
|Comp Ref: 328
|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
|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.