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 September 2023

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.

Compliments

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
12 September 2023 Email I found **** (behind the Map Room counter) and **** (at the desk) both very helpful.
11 September 2023 Email [Following an improved re-scan of a digitised document] Thank you for your prompt reply. I am constantly amazed by the professionalism of department and the staff that work there. You provide a fantastic service.
28 August 2023 Email

I would like to sincerely compliment your team on delivering rich and important information relating to my father’s service records. Of course, I recognise that you have an enormous workload but my feelings are that you have done a great job upon which you are heartfully congratulated…

I am sharing these details with his grandchildren (6), great grandchildren (8) and great-great grandchildren(1).

I shall have his picture printed and the frame engraved with “Signalman Harry Hond” of the Burma command signals, South East Asia Command. With grateful thanks

Complaints

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 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.

06/06/2023

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.
The complainant was dissatisfied to hear that the E179 online database is to be withdrawn.

27/05/2023

The E179 database is reliant on an old server which is being phased out of use. The database will still be accessible and operational.

We explained that the E179 database is not being removed, and that it will still be operational and accessible going forward.
The complainant received incorrect images after placing an order with our Record Copying Service.

03/04/2023

The operator that completed the page check inserted the wrong file reference when despatching the results. A human error that led to the complainant receiving the wrong images. We investigated and explained to the complainant what had happened. We apologised and informed them that discussion had been had within the team to improve the customer service and minimise such errors in future.

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