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You can contact us directly with your feedback via this form.
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.
Comments and requests
Below are some examples of comments and requests made to The National Archives.
Our lockers
- What you said
We received feedback that the lockers in our public cloakroom were difficult to use, and that the locks were faulty, making it challenging for visitors to store their belongings before visiting our Reading Rooms.
- What we have done
We have recently completed the installation of new locks on the five hundred lockers in our public cloakroom. We have also refreshed all locker signage, replacing the instruction stickers on every locker to ensure they are clear and easy to use.
Public bathrooms
- What you said
We have been informed that it is difficult to report issues found in our public bathrooms.
- What we have done
Our Facilities teams have installed feedback stations in the public bathrooms across site. These are automated feedback solutions that allow visitors to select an issue to report, which automatically raise jobs on our Estates and Facilities team’s job tracking portal.
Donating to The National Archive
- What you said
A number of visitors highlighted that it was not very clear how they could offer donations to archives, or enquire about donating material.
- What we have done
We created a webpage that explains the donation process in detail, and links to a specific team to contact as a liaison if an enquirer thinks The National Archives is the correct place of deposit for their records.
Compliments
Here are some examples of compliments received by The National Archives:
Having just returned from a multiple weeks long research stay at the National Archives I would like to express my gratitude to all the staff working at the archives - from the security, to the people working in the restaurant and café, to those working in the building and the exhibition and the ones working at the Records Rooms.
A particular thank you I would like to express to [redacted name] at the Records Room. He managed to make it possible for me to get a look at files which were had been reserved by the government but are crucial for my research project.
After a time consuming investigation and hunt for the documents he gave me the opportunity to get access to the files, which provided me with important insights for my research.
I am deeply grateful for his commitment to make our research possible and support researchers like me. Thank you!
Received via email on 3 August 2026 (CAS-344505)
The Live Chat that the National Archives has in place is outstanding, it’s a real bonus to have in place. Simple to use and efficient. Thank you.
Received via email on 27 August 2026 (CAS-349907)
A researcher's paradise. Good exhibits, restaurant and amenities, but above all, the researcher's reading rooms!! I highly recommend this place.
5-Star Google Review received on 14 September 2026 (CAS-353379)
Complaints
Here are some examples of complaints we have received. These come to us in a number of ways, including email, feedback forms, letters, telephone calls, social media and in person.
Booking disrupted by system maintenance
Summary of complaint and date received
The complainant was dissatisfied that their booking was cancelled as our document ordering system was under maintenance in the days before their visit.
Received via email on 7 April 2026 (CAS-325086).
Background information
While documents can be ordered during a visit, booking in advance allows readers to reserve up to 12 original documents, which are made available at their arrival.
To take advantage of this service, documents must be ordered at least four working days before the visit; otherwise, the booking will be cancelled.
Action taken
We apologised for the inconvenience and explained that our document ordering system was under maintenance in the days before their visit. This included the Easter bank holiday, which led to the reader being unable to reserve documents and their booking being cancelled.
We reinstated their booking and manually ordered the documents requested on their behalf.
Record Copying error
Summary of complaint and date received
The complainant requested a refund of their Record Copying order, as they had given clear instructions for what they wanted copied, and their order included 29 pages they did not request.
Received via email on 26 July 2026 (CAS-343254).
Background information
The Record Copying process involves several complex steps. In this instance, human error resulted in the extra pages of the record requested being copied an supplied.
Action taken
We apologised to the complainant as upon reviewing their order, we noted that there had been a confusion. We processed a refund for the extra 29 pages.
Cost of the Request a Military Service Record service
Summary of complaint and date received
A complaint was raised about the cost of obtaining a service record.
Received via email on 14 August 2026 (CAS- 347878).
Background information
The Ministry of Defence (MoD) service records project at The National Archives involves the transfer of approximately ten million personnel service records for permanent preservation.
The project, which began in 2021, is the largest and most complex transfer of public records in our history.
We introduced fees for access to both open and closed MoD Service Personnel Records in February 2026.
The Request a Military Service Record service offers two options: a standard fixed-cost option for key documents and a full record check with variable pricing per page, covering staff time for searching, scanning, and reviewing records.
Action taken
We apologised to the complainant, and explained that the service record they are looking for is not yet catalogued but may be accessed through our Request a Military Service Record service, which is a paid, cost-recovery service.
The price covers the cost of locating, retrieving, reviewing a record for sensitivities and redacting the record. We also offered advice on accessing other related operational records.
External feedback
Below is a selection of external feedback sites where users can leave independent feedback about our services:
This page was last updated in September 2026.