Back to dataset

National Archives Customer Feedback and ComplaintsCustomer Feedback and Complaints - Mar 2015

You're previewing the first 4 rows of this file.

March 2015 - The National Archives - Complaints
Summary of Complaint	How received	When Received	Case ref	Background Information	Action taken and response to complaint
The complainant downloaded a war diary from our Online records section of the website and was disappointed that the download did not open	Email	4.3.15	8138	Users can search and download digitised records via the Online Records section of our website	We investigated and could find no faults with the system. There could be a number of factors that affect a download such as the browser and internet connection. We requested further information to enable us to follow up the issues, but received no reply
The complainant was not satisfied with the reply to an enquiry	Email	12.3.15	8216	Users can ask for guidance or advice on their research	We looked at the correspondence chain and arranged for a Records Specialist to provide more detailed advice on the complainant's research subject.
The complainant was disappointed that a digitised record from our website was hard to read. The same content could have been accessed by the complainant via a 3rd party commercial partner's website.	Email	15.3.15	8239	Users can search and download digitised records via the Online Records section of our website - these records can be accessed via partner websites as well	We explained that there is currently a project looking at how we display the different options to users in cases where public records have been digitised and are available through other commercial service providers.