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 June 2022

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.

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
27 May 2022 Email I would like to praise your website. Is very extensive and the user will certainly find interesting information. I myself discovered your website not long ago while writing my BA thesis and I am very impressed.
6 May  2022 Email  What a brilliant day at Kew yesterday! Every member of staff was happy and cheerful and welcoming. And patient!! The arrangements of furniture on the top floor are much better than previously. The food was splendid, the sun shone, and the records were very useful and informative. Huge thanks to you all.
2 May 2022 Email On Friday the 29th of April I went to the National archives to see the display of Coronation Documents. I really enjoyed it and it was fascinating. I would just like to know if this will be done again in the future with other coronation document’s because I would be really
interested in seeing them.

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 was concerned that they required a subscription with Findmypast to access the 1921 Census. This release is the culmination of almost three years of highly skilled work to digitise the 1921 Census for online publication. We explained that you don’t need to be a subscriber to Findmypast to view digital copies of the 1921 census. While searching on Findmypast will be free, viewing is currently on a pay-per-view basis.
The complainant raised concerns that AIR 78 for the letter O has serious sequencing issues.

 AIR 78 is an index to airmen and airwomen’s service records held in AIR 79. The microfilmed slips contain name and RAF service number only

This index is not 100% complete. The great majority of the original index slips were microfilmed, however there is a small number of random gaps, where a slip had been lost prior to filming.

We explained why there are issues with the sequencing, that we do not hold the original records and are unable to rearrange the pages.
The complainant raise 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