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 June 2024


What you said What we have done
A recent visitor informed us that the door to the prayer room near the quiet study area makes a loud noise when closing, disturbing the area. We quickly inspected the door and were able to tighten the overhead door closer, this resolved the issue and ensured that people studying nearby or using the prayer room would not be disturbed.
A number of visitors commented on our restaurant’s closing times, 15:00 and 16:00, and that the seating was sometimes busy. Our catering supplier listened to the feedback and extended their opening hours to 17:00 on Tuesdays and Thursdays, and we have also re-introduced sofas and easy chairs to the café area, increasing overall capacity.


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
29 May 2024 Email
**** on the first floor loans desk was extremely helpful, answered all my questions authoritatively and used her knowledge to help me with my research. Thank you.
15 May 2024 Email [Following a re-scanned document from our digital downloads service] Thank you so much for arranging the re scan. The result is excellent and I am very grateful. The Archives are a National Treasure which I greatly appreciate.  Thank you. 
15 May 2024 Email I have just completed your survey following a visit. However, I wanted to emphasise how helpful and friendly the staff were especially those in the café.


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 dissatisfied at being unable to find a contact number for lost property following a recent visit.


The number for the Quality Manager is available on our website and can be used to direct telephone enquiries to the relevant teams within the organisation. We took action to change the location of the Quality Manager’s number on the website, and changed the accompanying text to make the number more accessible.
The complainant was dissatisfied when their umbrella was lost from our public cloakroom area.


As is common in most publicly accessible buildings, the signage in our cloakroom makes it clear that The National Archives cannot accept any responsibility for loss or damage to items left in the cloakroom. We said that we were sorry to hear of their experience, and offered to send a replacement umbrella from the TNA gift range as a gesture of goodwill.
The complainant was distressed at the presence of a notice reading ‘The naming of a defendant within this catalogue does not imply guilt’ on the catalogue description. This record is a case file of a trial where the defendant was convicted of murder.


This note expresses that people should not assume a particular outcome of the trial purely on the basis of a person’s name being mentioned in a catalogue description. It is not an assertion that guilty people were innocent or not culpable. We explained the reasoning behind the use of this note and that we would not be removing it from the description, as it would be impossible to make exceptions to its use consistently or fairly. However, we acknowledged that we could and should state the verdict in this case, as mentioned within the physical file itself, and so added the word ‘Convicted’ to this catalogue description. We have previously made similar clarifications to other catalogue entries. The complainant was happy with this action.

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