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 January 2022

What you said What we have done
A number of overseas customers expressed concerns about the opening time for ordering copies through our Record Copying Service. In July 2021, we reviewed the opening times of the Record Copying Service and adjusted the timing from 09:00 to 11:00 GMT. This change was made to make the service more accessible to overseas customers.
A number of  our international event attendees asked for events to be at times that suited their zone. Due to working hours we couldn’t make that change, but we made the events accessible for 48 hours post-live event to registered attendees only so they aren’t excluded.


Here are some examples of 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
8 January 2022 Email I wanted to say a Big Thank you to for the huge amount of information and support available regarding the 1921 Census… I have just participated in the Census Surgery
7 January  2022 Email Just a quick word of thanks to you for your efforts in identifying and reproducing the lawsuit I was after.  I can only begin to imagine how busy your department is, and therefore going the extra mile on my behalf is very much appreciated.


Thank you once again- I hope any future requests don’t put you to so much trouble in future.

17 December 2021 Email Just a note to say how much I enjoyed your piece on photographs and dating them. I will print it so that I can have it as a reference. Well done.


Here are some examples of 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 unhappy at receiving an error message which prevents a page check order being placed for copies of records. The Record Copying service is open, but running at reduced capacity due extremely high demand for the service. To help manage this demand, there is currently a cap on the number of pages checks that can be placed a day. We apologised for the inconvenience and confirmed that the service opens at 11:00 hrs (GMT) every day and closes when the daily limit is reached. The error message is a system message that explains the limit has been reached and to try again the next day. We went on to explain that once we are in the position to meet demand the service will return to normal.
The complainant raised concerns that AIR 78 for the letter O has serious sequencing issues.

 AIR 78 is an index to airmen and airwomen’s service records held in AIR 79. The microfilmed slips contain name and RAF service number only

This index is not 100% complete. The great majority of the original index slips were microfilmed, however there is a small number of random gaps, where a slip had been lost prior to filming.

We explained why there are issues with the sequencing, that we do not hold the original records and are unable to rearrange the pages.
The complainant was concerned about a mis-match between dates in Discovery, our online catalogue and the physical records in E337. Documents are dated by the regnal year given at the head of the roll. However, estreats of convictions on the recusant rolls can originate later than this given date. We explained why the dates differ and updated the series level description to reflect the reason why.

External feedback

Below is a selection of external feedback sites where users can leave independent feedback about our services:
The National Archives on Trip Advisor
Google Reviews