Visitor regulations
We ask all visitors to The National Archives to follow our conditions of entry and code of conduct.
Our promises
This policy sets out how The National Archives deliver a high-quality service to all its visitors and users.
At The National Archives we want to help you find the information you need quickly and efficiently, however you contact us. We are committed to delivering a high-quality service to all our visitors and users and we want your experience to be positive every time you visit us at Kew or online.
We ensure that our staff are
- helpful and responsive
- courteous and friendly
- efficient
Our staff will
- always endeavour to help you to the best of their ability and with a ‘can do’ attitude
- help you to get the best from our services by:
- sharing their knowledge of our systems, services and collections
- explaining and demonstrating our catalogue and other resources
- being welcoming and engaging
- respond to enquiries:
- acknowledging receipt of letters and emails within 3 working days
- replying to letters and emails within 10 working days
- accepting Live Chat calls within 3 minutes
- responding to social media and online feedback
- where necessary, seeking alternative approaches within our visitor regulations that meet your needs
- provide a contact for following up enquiries by:
- wearing name badges
- signing letters personally
What we ask of you
- to be courteous
- to ensure you understand and comply with our visitor regulations (code of conduct and conditions of entry)
- to help us improve our services by giving us your views and by participating in our consultation exercises
We shall all
- take care of the collections that we handle, to ensure that they are preserved for future visitors and future generations
Jeff James
Chief Executive and Keeper
June 2024