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 May 2023

What you said What we have done
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.
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
5 May 2023 Email Many thanks for your speedy response and fantastic customer service!
5 May 2023 Email Had my first ever online chat today. I dealt with [team member] and was very pleased with his assistance.
Definite 10/10 service.
10 April 2023 Email I’d just like to say thank you to the person, or people, who have provided me with many copies of legal records over the last few months. They have all been extremely useful. I would be lost without the copying service and I very much appreciate everything you’ve done for me.


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 had paid to receive a certified copy of a naturalisation certificate, but it had not arrived. The complainant was particularly anxious to get this document before upcoming international travel. 28/12/22 A technical error occurred on our ordering system during the initial order in October prevented the order from being fully generated. We explained why this delay had occurred and apologised for the inconvenience to the complainant. We dispatched the certificate by first class post and refunded the full order cost.
The complainant had been expecting an attachment on a copy order, which was not included in the order. 08/12/22

The document contained an attachment which was not initially considered to be part of the order.

We apologised for the complainant’s inconvenience, and provided them with a scan of the attachment to complete their order.
The complainant had been sent a copy order of the wrong document due to a cataloguing error. 05/12/22 ADM 213/534 and ADM 312/537 were accessioned at the same time, and both were accidentally endorsed with the same reference, rather than two separate ones. We apologised for this error and provided the complainant with a copy of the correct file, we also had the catalogue amended to provide 534 and 537 with separate references.

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