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 January 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 restaurants opening hours, the fact that it closed at 15:00 hrs. Our catering supplier listened to the feedback and extended their opening hours to 16:00 Tuesday through Saturday.

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
8 January 2023 Email I want to thank you and may I say, profusely, for allowing me to download some digital records on my family free of charge. I have previously paid for information on closer relatives, but as a senior on a limited income and in a different country, I had to leave some behind. You have no idea how much I appreciate this.
22 December 2022 Email [Following a replacement sent for a shop order lost in transit] You all are so very kind and I feel so lucky… You my friend and the National Archives have my deepest gratitude. I am so very happy. Please, my best to you and your co-workers for the Happiest and Best Holidays ever!
4 December 2022 Email [Following research advice] I can’t thank you enough for your response to my query – I wasn’t expecting this much detail and was quite bowled over! It gives me a lot of useful pointers and maybe I will be able to pin this chap down at last. TNA just has to be the very best archive in the world. Have a very happy Christmas.

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 believed that we had charged them a fee and had provided no service. There is no fee for our services, but 3rd party websites who manage and use digitised records do run paid subscription services. We looked into the matter and found that the complainant had been charged by Archives UK, and mistaken their name for The National Archives. We alerted them to this, so that they could cancel the subscription to Archives UK they had made by mistake.
The complainant raised concerns that there were pages missing from their Record Copying order.

Users can order copies of records from our Record Copying department.

We reviewed the order details and the file and found that the pages of concern were in fact blank pages and therefore not copied.
The complainant raised concerns about the release of the 1921 Census. The concerns related to the fact you can currently only access the census via Findmypast, the cost and the lack of free access. This release is the culmination of almost three years of highly skilled work to digitise the 1921 Census for online publication. We explained why the census is currently only available on Findmypast, the tender process and why there is a cost to access the records online. We explained that there are three regional hubs were the census can be accessed for free.

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