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

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August 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
The complainant was disappointed that the medal card downloaded did not tell them where the person they were researching fell, and what campaigns they were in Email 8.8.14 5791 Users can search and download digitised records via Digital Downloads We explained what information could be expected from a medal card and that guidance is detailed on the online search page to inform users before they start their search.
The complainant was dissatisfied due to the requirement to pay a fee for the reproduction of images online Email 12.8.14 5809 The National Archives charges a reproduction fee for publication of copyrighted images It was agreed that on this occasion, due to the nature of the request, the complainant would be waived the fee on conditions being met.
The complainant printed out a copy of a record which did not print correctly. As it was approaching closing time, staff could not assist with re-printing a copy and the complainant left disappointed Email 13.8.14 5828 Users can use The National Archives copying service, self service printers and machines, or their own digital cameras to make copies We investigated and found that the complainant had approached staff about the copy, but as we were closing there was no time to replace the copy. After speaking to the complainant, we agreed to supply a copy as a gesture of good will.