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 2017

What you said What we have done
I downloaded a Medal Index Card from Digital Downloads and was surprised to find the same card available on the Ancestry website as well. This availability was not reflected on The National Archives website. We updated the Medal Index Cards page and made it clear that these records are available via the Ancestry website as well.
I wanted to renew my reader’s ticket, and felt the information provided on the back of the reader’s card was out of date and misleading.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.
Prior to my visit, I had tried to get a statement from my bank and was unsuccessful. Their standard policy is 10 working days to process the request and I was visiting before it would arrive, could you add this information to your site. We added ‘If you bank online most banks will provide a printed statement on request for free or at a small charge, please be aware that they might take several days to dispatch a statement to you’ to the ‘Proof of your address’ section under ‘Obtaining a reader’s ticket’ on our website.


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
20 October 2017 Email Fantastically helpful staff in all departments. Our guided tour on the 17th October was superb and really interesting. Delighted to see gluten free biscuits in the coffee bar. Very helpful staff and so pleasant, well versed in the restaurant. As a novice/newby – I found the staff very helpful indeed.
29 September 2017 Your Views I am so pleased with the efficient service from your department, that I write a note for you. From requesting a copy of my daughters naturalisation certificate to collection it was very helpful, professional service. I collected the signed certificate, It was very nice feeling to see  and experience excellent service provided with a very high professionalism. Your entire staff I dealt with were very helpful, polite, courteous and friendly and professional. Kindly thank all the wonderful staff and accept my sincere thanks for having such a wonderful establishment and its teams.
6 September 2017 Your Views I am amazed to see your establishment so nicely kept immaculate from the gardens to the interior. I had dealings with staff members and it is praiseworthy how they deal with the public. One member of staff helped me get a Reader’s ticket and book a seat. These may be routine tasks but from my point of view this was a daunting and uphill task. I would like to congratulate you for having such wonderful staff with good customer care skills & professionalism, who help in a polite, friendly and pleasing manner. Kindly thank these persons and entire team for their outstanding/excellent ways.


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 unhappy with the decision to remove the self-service camera and printing system from the Reading Rooms.  The services are being withdrawn 11 December 2017.  Following a review of our self-service cameras and printing system, a decision was made to withdraw the services. This is due to a continuous decline in usage and the cost to replace and upgrade the systems. We explained the reasons for the changes and supplied details of the new service that is being introduced. Users can bring in their own devices to take images of our records or use our Record Copying service to get copies of original records. We have introduced a new download tool, which allows users to download and send digital images via email without charge.
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.