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 February 2017

What you said What we have done
I downloaded a Medal Index Card from Digital Downloads and was surprised to find the same card available on the Ancestry website as well. This availability was not reflected on The National Archives website. We updated the Medal Index Cards page and made it clear that these records are available via the Ancestry website as well.
[From a User Advisory delegate] Could you improve the information on easily accessible document lockers in the document reading room? We have improved the information on our advanced orders web page about document lockers and access
Prior to my visit, I had tried to get a statement from my bank and was unsuccessful. Their standard policy is 10 working days to process the request and I was visiting before it would arrive, could you add this information to your site. We added ‘If you bank online most banks will provide a printed statement on request for free or at a small charge, please be aware that they might take several days to dispatch a statement to you’ to the proof of your address section for obtaining a reader’s ticket on our website.


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
19 January 2017  Email Dear Friends, I got my first ‘PRO ‘ Reader’s Ticket in 1977 and yesterday 18/1/17 I renewed my card. I have researched many books with your records. From paper tickets to very efficient computerised ordering and very prompt delivery. Staff are first class. I loved the pink sofas and armchairs downstairs. A coffee and a sit down between intense work. A very comfortable and rewarding day.
26 November 2016 Email I have just completed your survey, and found myself wanting to say that I think The National Archives is a wonderful institution. I am a family historian and have found a NA record on 2016 FindMyPast which was a wonderful surprise, but as a former librarian at the National Library of Australia I recognize immense quality in your service ethics and the quality of your website.
3 August 2016  Email I continue to be delighted by the professionalism I find at TNA in Kew and also in its digitisation of files. Everything is made easy, and data is nearly always exactly what it says it is. Staff are always approachable and helpful. Each time I visit the website the amount of WW1 material has grown. When I was working on my first book in the middle 2000s just a few battalion diaries had been digitised, and costs were very high. When I started my MA a couple of years ago you also had brigade diaries. Now when I am in the middle of my MA Dissertation you have battalion, brigade, division, corps and army diaries: most impressive and saves me lots of time.


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 not happy with the number of lockers that are not available to the public, and offered a suggestion to stop keys going missing. Users can place items, bags and other personal possessions into lockers for safe storage. We explained that there were 80 lockers out of action, but there were still 900 lockers at The National Archives that are for public use. We were working to bring back those lockers that were out of action as soon as was reasonable.
The complainant had concerns regarding the ‘permitted items’ pilot. Specifically, they were concerned about the number of notepads that were permitted. The National Archives is piloting ‘permitted items’ in to the Reading Rooms. We explained the reasons for the change and that we would allow the extra material to be taken in to the reading room. A concession form can be completed in such circumstances. We reassured the complainant that all feedback received would be reviewed at the end of the pilot period.
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.