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 March 2016

What you said What we have done
[From User Survey] A printing machine near the microfilm digital scanners would be helpful We have reorganised our microfilm area, and the printer is now next to the scanners.
[From User Survey] You asked us if we could email you when the reader’s ticket is about to run out. This is something we are taking forward with our technical team
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.
[From a User Advisory delegate] The additional text box (found under ‘Special requirements’) in Advanced orders doesn’t allow you to add enough text We have increased the character limit making it easier to use this form
[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
[From a User Advisory delegate] It is often difficult to find an available bag locker at comfortable height for users who cannot bend or stretch We displayed new signs in the locker room, encouraging those who are able to use the high and low lockers


Here are some examples of our complaints which we receive in a number of ways, including emails, feedback forms and letters, as well as 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 dissatisfied that users are required either to have a subscription to Findmypast, or to pay for us to search for a closed entry in the 1939 Register The 1939 Register has been released jointly by Findmypast and The National Archives. We explained the purpose of the search process around these records and that the fee charged was to recover the costs of the service. The National Archives is entitled to charge to recover costs through a statutory instrument.
A reader found some of the chairs in the Map & Large Document Reading Room to be in an unacceptable state and a cause for their discomfort There are a number of different height and arm adjustable chairs available within the main Reading Rooms. We met with the complainant and looked at the chairs in question. It was agreed that we would redistribute four chairs of a different style from another area of the Reading Room to improve the choice for Map & Large Document Reading Room readers.
A user reported a transcription error which had allowed access to a record that should have remained closed in the 1939 Register The 1939 Register has been released jointly by Findmypast and The National Archives. Data for entries where individuals are less than 100 years old are closed. The complainant was concerned that action to take down an open entry relating to her father, who had provided evidence he was living, had been delayed. We spoke to our partner and explained the situation requesting an immediate take down. The complainant thanked us for our actions. As a result, we made further refinements to the take down process with our partners.