- Friends of The National Archives
- Free enewsletter
- Social media
- Have your say
- 'Files on Film' competition
Your feedback and our response
We take your complaints, suggestions and concerns seriously. Here is some recent feedback you gave us, and how we responded. Contact us to make an enquiry or to give your comments and suggestions.
Comments and requests updated August 2013
- What you said What we have done
- You asked why it was so difficult to contact the Bookshop The Bookshop now has a direct line, which is 0208 392 5394
- You were concerned that the pond was covered in green slime and that wildlife would suffer We contacted a company that removed the slime which now allows oxygen into the water
- Documents sent to print only stay in the queue for two hours - can this be increased? The time documents remain in the queue has been extended from two hours to eleven hours
Can you clarify the rules about bags on the poster at the foot of the staircase?
We have amended the poster to point users to the free lockers on the ground floor where they may store bags, coats etc.
[Our neighbours] Your trees are overhanging our gardens - can you trim them back, please?
The branches have been pruned back accordingly.
Your swans are making a nest in a vulnerable place. Can you offer them some protection from vermin attacks?
We sought advice from the Swan Sanctuary and are following their advice on installing suitable protection for the nesting birds.
ComplaintsWe receive complaints in a number of ways, including emails, feedback forms and letters, as well as telephone calls and in person. You can also read previous months' complaints.
- Summary of complaint and date received Background information Action taken
- Arrived for a visit on the Saturday before a bank holiday to find that we were closed 4 May - reference: 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 13 May - reference: 328 Refund was authorised and we apologised for the delay in refunding monies.
- Not able to advance order records as reader's ticket had expired. During visit ordered records took longer than the stated delivery time 16 May - reference: 329 Users with valid reader's 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.
- Arrived for a visit on the Saturday before a bank holiday to find that we were closed - had checked website before leaving and not seen closure information 28 May - reference: 330 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 disappointed with guidance and advice from the records advice service 30 May - reference: 331 Users can ask for guidance or advice on their research We apologised that the complainant felt rushed and was not given a proper answer to their enquiry. As a gesture of good will we offered detailed advice and supplied a copy of a record.
- No reply to three emails requesting a refund 31 May - reference: 332 Users can use the contact us pages on the web site to locate contact information We investigated and found the email address used was not correct and we had not received the messages. We added the email address as a variant to the Your Views contact list and the refund was authorised. The complainant was happy with our response.
- Not able to download an online record - the screen freezes 28 May - reference: 333 Users can search and download digitised records via Discovery The complainant was able to download the record the next day. We apologised for the problems experienced.