We take your complaints, suggestions and concerns seriously. Here is some recent feedback you gave us, and how we responded. Contact us to make an enquiry or to give your comments and suggestions.

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 Group 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 Group 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

Complaints

We receive complaints in a number of ways, including emails, feedback forms and letters, as well as telephone calls and in person. You can also read previous months' 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 - Ref: 9713

    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 - Ref: 9745

    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 - Ref: 9763

    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.

  • A transcription error in the records had allowed the complainant's own entry in the 1939 Register to become open - Ref: 9764

    1939 Register has been released jointly by Findmypast and The National Archives.

    The complainant's daughter had contacted our partner, Findmypast, to request a take down of the entry. He was dismayed that action was not taken immediately and could not understand the reasons for this. 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.

  • The complainant was dissatisfied with the marketing used to advertise the 1939 Register. Their view was that the marketing implied that access would be available to data for all entries in the 1939 Register - Ref: 9828

    The 1939 Register has been released jointly by Findmypast and The National Archives.

    We explained that the information was displayed on the website and in the video. It states in detail the reasons why some records will be officially closed, in accordance with the Data Protection Act, and how users can request a review of a closed entry. Findmypast and The National Archives were clear about which records would and would not be available at launch.

  • The complainant was concerned that another user was observing them as they entered their personal details in the Reader Registration area - Ref: 9842

    Users wanting to access original records need to apply for a reader's ticket.

    We investigated the complainant's concerns and could not find any evidence that provided cause for concern. We offered advice about how to register safely and recommended that staff are alerted at the time if a user has any concerns of this nature.

  • The complainant advance ordered 3 E190 records the evening before their visit. The documents were not available due to their condition. The complainant had pre-booked their travel and was disappointed to find the documents were not available - Ref: 9859
    User required access to records that were unfit for production. We reviewed what had happened and apologised for any inconvenience. We explained that the Advanced orders team contacted the complainant as soon as they reasonably could. The relevant managers had been consulted with regard to the provision of information available about unfit records for frontline service staff taking calls from readers. The complainant was subsequently contacted by Collection Care staff to discuss when the records could be made available for future consultation.