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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.