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 December 2019

What you said What we have done
The complainant was disappointed that when they telephoned they could not reach our operator. The complainant did not have a touch tone telephone, so could not select the option as instructed. We investigated the telephone issue and found that there was no way to contact the operator without selecting an option. We made a change to the telephony system and now, if not selection is made the call defaults to the operator.
I wanted to renew my reader’s ticket, and felt the information provided on the back of the reader’s card was out of date and misleading. We reviewed and updated the information on the rear of a reader’s ticket. The new tickets contain a link to our website, where reader’s ticket information, including a full list of the proof of identity and addresses that we currently accept, can be found.
The complainant had trouble using the keypads on the lockers and found that the instructions were too small. We created a larger print version of the instructions and placed them around the locker area.

Compliments

Here are some examples of our 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
14 November 2019 Email I just wanted to send a few lines on behalf of our Rotary Club, to say how much we enjoyed the wonderful ‘behind the scenes’ tour of The National Archives. Without exception all of our small party said just how much they had enjoyed the visit. The tour was very much enhanced by our exceptional and very humorous guide.

All very impressive and a truly world class organisation!

26 October 2019 Your Views Thank you to all the staff on the help desk in the research area. Everyone was so helpful and did their utmost to sort out my difficulties. They were friendly, courteous and professional. Thank you all.
11 October 2019 Email I wanted to thank The National Archives for their help in my search for my father’s naturalisation certificate. I am told it is being dispatched next week. Many thanks. What seemed an uphill administrative maze, has been made so easy by your calm and proactive approach to our endeavours. Thank you very much and please pass on my sister’s and my thanks for all that you do.

Complaints

Here are some examples of our 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 disappointed to learn that they were not allowed to bring their large suitcase in to the building. They had checked the web site prior to their visit and not found any notices. Large suitcases, bags and other items too big to fit into our lockers are no longer allowed into our building.  This change is being introduced for safety and security reasons, and is in line with arrangements at similar institutions across London. Our lockers can accommodate items with a maximum size of 43 cm x 42 cm x 24 cm We apologised that the information was not easy to find and explained why the decision had been taken. We added a news story to the front page of our website and further information can be found on the visit us section of our web site.
The complainant was outraged by the introduction of car parking charges. Car parking charges were introduced for the visitor car park on 3rd January 2019. We explained that we have benchmarked our new car park charges with those of comparable heritage and cultural destinations in the local area and the reason why the charges were introduced.
The complainant was dissatisfied as they felt at no point during the first set of transactions were they made aware that a further cost over and above what had already paid would be required to obtain copies of documents from the archives. Users can order copies of our records from our Record Copying online service. There is a two stage process to obtain copies, the page check and the actual copy order. We explained the system, where the details can be found and other options available. The complainant subsequently decided to place the order.