Complaints procedure

We would like you to find your visit to The National Archives building and website productive and enjoyable. We are committed to providing you with the highest possible standard of service in our power. If things go wrong we would like to help you straight away, so please tell us when a problem arises.

Our Takedown policy sets out the circumstances in which we will remove material from our websites.

How to make a complaint

If you wish to complain about any of our services, please speak to a member of staff who will try to sort things out for you directly, or will put you in touch with someone who can help.

Alternatively, you can complete our Your views form, email us, or telephone our Complaints Manager on +44 (0) 20 8392 5363.

You can also write to our Complaints Manager at: Complaints Manager, The National Archives, Kew, Richmond, Surrey TW9 4DU.

This policy (PDF, 0.06Mb) provides full details on how we handle comments and complaints.

External review

If, having followed all the stages of the internal complaints system, you are still dissatisfied, you may apply to the Independent Complaints Reviewer (ICR), Mrs Jodi Berg. The ICR is entirely independent of The National Archives and will ensure fairness and impartiality in the investigation of your complaint.

Please note that the ICR cannot review cases involving FOI and Data Protection Act requests.

You can contact the ICR via email, telephone on +44 (0) 20 7930 0749, fax to +44 (0) 20 7321 0406 or address a letter to The Independent Complaints Reviewer, 1 Victoria Street, London, SW1H 0ET.

If your complaint is about a request under the Freedom of Information Act (FOI) and you are still dissatisfied having followed all the stages of the internal complaints system, you should contact:

The Information Commissioner
Wycliff House
Water Lane
Wilmslow
Cheshire, SK9 5AF

Telephone number: 0303 123 1113 or +44(0)1625 545745
https://ico.org.uk/concerns/

Review by the Ombudsman

Should you remain dissatisfied with the outcome of the ICR’s review you can ask your Member of Parliament to put your complaint to the Parliamentary Ombudsman who is an officer of the House of Commons. The Ombudsman is wholly independent of the government.

Further information on this service can be obtained from: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP.

Telephone number: +44 (0) 84 5015 4033
Fax number: +44 (0) 20 7217 4000
Email: phso.enquiries@ombudsman.org.uk
ombudsman.org.uk

The provision of an independent complaints review process does not affect your right to seek to have your complaint reviewed by the Ombudsman at any time.

Complaints arising under the Information Fair Trader Scheme (IFTS) and the re-use of Public Sector Information Regulations 2005

For information and procedures relating to the investigation of these types of complaint, please see our OPSI pages.

The Office of Public Sector Information (OPSI,) which is part of The National Archives, operates the IFTS and investigates complaints from those still dissatisfied after exhausting an IFTS member’s complaints process. OPSI also investigates complaints from those still dissatisfied after exhausting an individual Public Sector Information Holder’s own complaints process. Please note that OPSI acts as regulator of The National Archives (The National Archives being itself an accredited IFTS member) but maintains impartiality and independence from The National Archives when acting in that regulatory role.

Further information

The National Archives is a non-ministerial government department. Our parent department is the Department for Culture, Media and Sport.

The Chief Executive and Keeper is Jeff James, The National Archives, Kew, Richmond, Surrey, TW9 4DU. The Minister responsible for The National Archives is: Secretary of State for Culture, Media & Sport, 100 Parliament Street, London, SW1A 2BQ.

Cymraeg (Welsh language version)

Y drefn gwyno (PDF, 0.08Mb)