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 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I wanted to renew my reader’s ticket, and felt the information provided on the back of the reader’s card was out of date and misleading.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.


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
6 June 2019 Your Views I had a productive and enjoyable visit. I had no trouble navigating reader registration, materials, arrival or check-in – all were easy and intuitive. Check-in staff and security personnel seemed appropriately careful while remaining friendly. I especially admire your system of pairing seats and materials lockers. It allowed me to set my own pace for examining requested materials, which I appreciated. I’ll find myself looking for any excuse to return.
15 May 2019 Email I for my first visit ever, on Sat 11th May. I registered online for a readers ticket and collected it on the day. I would like to feedback regarding, particularly the Staff, also layout and ease of access to all aspects of my day. All the staff were just amazing. Helpful, informative and caring, from the security , receptionists and the ease of collecting my readers ticket. Everyone was so friendly, so helpful and so informative. Nothing was too much trouble from directing me where I go to showing me how to access and send documents home to my email. I stayed for about 5 hrs and never got to the readers room!! and it all went so quickly. I over heard all of the staff being so helpful to everyone in this time. Nothing was too much trouble no matter how simple or complex the requests were. The coffee and restaurants and areas inside and outside, including toilets, were clean, tidy and well cared for. Thank you for such a welcoming fantastic visit from an appreciative member of the public. Please pass on my compliments to the staff and to the management who have the vast job of organising this seamless process. Thank you for your kindness and I will see you again soon.
6 May 2019 Email My family and I did the interactive My Grandad is A Spy adventure game today, and we LOVED it. The mix of multimedia clues plus poring over the exhibition was lots of fun. The kids learnt a lot and we all had fun. Perfect. And free, which made it very accessible – we bought some snacks at café afterwards to contribute. Thank you very much – not sure I’d have been able to lure the kids to the exhibition otherwise. Became great day out!


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.