Your feedback and our response

We welcome your feedback as it helps us to improve what we do and continue to deliver high quality services in line with the Customer Service Excellence standard. You can contact us directly with your feedback.

Comments and requests updated August 2018

What you said What we have done
The complainant was disappointed that when they telephoned they could not reach our operator. The complainant did not have a touch tone telephone, so could not select the option as instructed. We investigated the telephone issue and found that there was no way to contact the operator without selecting an option. We made a change to the telephony system and now, if not selection is made the call defaults to the operator.
I wanted to renew my reader’s ticket, and felt the information provided on the back of the reader’s card was out of date and misleading. We reviewed and updated the information on the rear of a reader’s ticket. The new tickets contain a link to our website, where reader’s ticket information, including a full list of the proof of identity and addresses that we currently accept, can be found.
Prior to my visit, I had tried to get a statement from my bank and was unsuccessful. Their standard policy is 10 working days to process the request and I was visiting before it would arrive, could you add this information to your site. We added ‘If you bank online most banks will provide a printed statement on request for free or at a small charge, please be aware that they might take several days to dispatch a statement to you’ to the ‘Proof of your address’ section under ‘Obtaining a reader’s ticket’ on our website.

Compliments

Here are some examples of our compliments, which we receive in a number of ways, including email, feedback form and letter, to telephone calls, social media and in person.

Date received How received Summary of compliments
3 August 2018 Your Views Unfailingly helpful & friendly staff. Fast, efficient document delivery. Database works very well. Having worked in archives in UK, France and South Asia, TNA is the best! Thanks.
30 April 2018 Your Views I was exceptionally happy with the outstanding capability you offer for researchers. Your systems are incredibly efficient, almost a “factory” for the production of archival material. Your professional staff is also highly trained, effective and efficient, treating researchers as customers. I have utilised numerous archives throughout the USA including many universities and the US National Archives. I can state beyond a doubt that your capability for efficient archival research and the support of your researchers is above and beyond the best comparable US archives. Thanks very much for your outstanding service and support of my research.
14 March 2018 Email Thank you for the excellent service provided on site at The National Archives. The ability to enrol for a reader’s ticket and order documents remotely meant more time for research. This was my first visit, and sometimes I was unsure about procedures. When I had questions the staff answered them knowledgably and courteously.

Complaints

Here are some examples of our complaints, which we receive in a number of ways, including email, feedback form and letter, to telephone calls, social media and in person. Have a look at our Transparency page if you want to know more about complaints.

Summary of complaint and date received Background information Action taken
The complainant was disappointed to learn that they were not allowed to bring their large suitcase in to the building. They had checked the web site prior to their visit and not found any notices. Large suitcases, bags and other items too big to fit into our lockers are no longer allowed into our building.  This change is being introduced for safety and security reasons, and is in line with arrangements at similar institutions across London. Our lockers can accommodate items with a maximum size of 43 cm x 42 cm x 24 cm We apologised that the information was not easy to find and explained why the decision had been taken. We added a news story to the front page of our website and further information can be found on the visit us section of our web site.
The complainant was unhappy with the decision to remove the self-service camera and printing system from the Reading Rooms.  The services are being withdrawn 11 December 2017.  Following a review of our self-service cameras and printing system, a decision was made to withdraw the services. This is due to a continuous decline in usage and the cost to replace and upgrade the systems. We explained the reasons for the changes and supplied details of the new service that is being introduced. Users can bring in their own devices to take images of our records or use our Record Copying service to get copies of original records. We have introduced a new download tool, which allows users to download and send digital images via email without charge.
The complainant was dissatisfied as they felt at no point during the first set of transactions were they made aware that a further cost over and above what had already paid would be required to obtain copies of documents from the archives. Users can order copies of our records from our Record Copying online service. There is a two stage process to obtain copies, the page check and the actual copy order. We explained the system, where the details can be found and other options available. The complainant subsequently decided to place the order.