Share your feedback
You can contact us directly with your feedback via this form.
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.
Comments and requests
Below are some examples of comments and requests made to The National Archives.
Our lockers
- What you said
We received feedback that the lockers in our public cloakroom were difficult to use, and that the locks were faulty, making it challenging for visitors to store their belongings before visiting our Reading Rooms.
- What we have done
We have recently completed the installation of new locks on the five hundred lockers in our public cloakroom. We have also refreshed all locker signage, replacing the instruction stickers on every locker to ensure they are clear and easy to use.
Public bathrooms
- What you said
We have been informed that it is difficult to report issues found in our public bathrooms.
- What we have done
Our Facilities teams have installed feedback stations in the public bathrooms across site. These are automated feedback solutions that allow visitors to select an issue to report, which automatically raise jobs on our Estates and Facilities team’s job tracking portal.
Donating to The National Archive
- What you said
A number of visitors highlighted that it was not very clear how they could offer donations to archives, or enquire about donating material.
- What we have done
We created a webpage that explains the donation process in detail, and links to a specific team to contact as a liaison if an enquirer thinks The National Archives is the correct place of deposit for their records.
Compliments
Here are some examples of compliments received by The National Archives:
I just wanted to say how much we enjoyed, appreciated and valued the US Revolution 250 exhibition. It is BRILLIANTLY curated I and my two grandsons who are half American but know very little about their heritage learnt so much. We downloaded the guide which was great. The personal story at the end of the woman who eventually gained back her freedom but not her daughter left us thinking deeply. Please, please pass our appreciation to the whole team.
Received via email on 14 July 2026 (CAS-341253)
Thank you very much for arranging for PROB 11/1550/393 to be re-scanned and for sending me the new digital copy.
I wanted to let you know that the quality of the new scan is a significant improvement over the original download. The enhanced clarity has made the document much more legible and has enabled me to identify details that were previously impossible to read.
As this will is an important document in my family history research, I greatly appreciate the time and effort taken by you and your colleagues to arrange the re-filming and re-scanning. I know from our earlier correspondence that this was a lengthy process, and I am very grateful for your assistance and patience throughout.
Please pass on my thanks to everyone involved in producing the new scan.
Thank you once again for your excellent customer service.
Received via email on 30 July 2026 (CAS-343924)
Having just returned from a multiple weeks long research stay at the National Archives I would like to express my gratitude to all the staff working at the archives - from the security, to the people working in the restaurant and café, to those working in the building and the exhibition and the ones working at the Records Rooms. A particular thank you I would like to express to [redacted name] at the Records Room. He managed to make it possible for me to get a look at files which were had been reserved by the government but are crucial for my research project. After a time consuming investigation and hunt for the documents he gave me the opportunity to get access to the files, which provided me with important insights for my research. I am deeply grateful for his commitment to make our research possible and support researchers like me. Thank you!
Received via email on 3 August 2026 (CAS-344505)
Complaints
Here are some examples of complaints we have received. These come to us in a number of ways, including email, feedback forms, letters, telephone calls, social media and in person.
Booking disrupted by system maintenance
Summary of complaint and date received
The complainant was dissatisfied that their booking was cancelled as our document ordering system was under maintenance in the days before their visit.
Received via email on 7 April 2026 (CAS-325086).
Background information
While documents can be ordered during a visit, booking in advance allows readers to reserve up to 12 original documents, which are made available at their arrival. To take advantage of this service, documents must be ordered at least four working days before the visit; otherwise, the booking will be cancelled.
Action taken
We apologised for the inconvenience and explained that our document ordering system was under maintenance in the days before their visit. This included the Easter bank holiday, which led to the reader being unable to reserve documents and their booking being cancelled. We reinstated their booking and manually ordered the documents requested on their behalf.
Accessibility arrangements
Summary of complaint and date received
The complainant was dissatisfied that they were unable to view the Love Letters exhibition having contacted in advance to inform us of their accessibility requirements.
Received via email on 19 April 2026 (CAS-327207).
Background information
Our Love Letters exhibition ran from 24 January to 12 April 2026, and has been very popular. On busy weekends, we implemented a queuing system to handle unprecedented peaks of demand. This helped to safely regulate entry for visitors and staff.
Action taken
We apologised to the complainant for their experience and provided details on our the inconsistent handling of their accessibility request during peak times.
We also outlined the planned process improvements, which include providing clear guidance to staff to ensure consistent and appropriate adjustments for visitors with declared access needs. We also amended our access request process to better coordinate support and communicate peak times and assistance options to visitors. We also offered the complainant and their carer a voucher for our Shop and Café.
Record Copying error
Summary of complaint and date received
The complainant requested a refund of their Record Copying order, as they had given clear instructions for what they wanted copied, and their order included 29 pages they did not request.
Received via email on 26 July 2026 (CAS-343254).
Background information
The Record Copying process involves several complex steps. In this instance, human error resulted in the extra pages of the record requested being copied an supplied.
Action taken
We apologised to the complainant as upon reviewing their order, we noted that there had been a confusion. We processed a refund for the extra 29 pages.
External feedback
Below is a selection of external feedback sites where users can leave independent feedback about our services:
This page was last updated in August 2026.