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National Archives Customer Feedback and Complaintsustomer Feedback and Complaints - February 2016

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February 2016 - The National Archives - Complaints
Not set	How received	When Received	Case ref	Background Information	Action taken and response to complaint
The complainant asked a follow up question with regard to the availability of a document, as there was an error in the document's description in Discovery.	Email	10.2.16	10310	Users can request 'open' documents in advance using our Advance Orders service.	We investigated the matter with our Cataloguing team who confirmed the document had been located. There was subsequently an error with the transcription of the document. The error was corrected by the team and we apologised to the reader for this oversight.
Complainant was dissatisfied with application of the record copying 'page check' fee to requests for non-certified copies of naturalisation certificates.	Letter	16.2.2016	10337	Users can request copies of documents through our Record Copying online system	We explained the rationale for the new Record Copying online system and looked into the specific issues raised. We explained that the points raised by the complainant would be considered & that we were working towards accurate costings for this. We would be continuing to assess customer feedback and consider refinements to customer delivery options over time, as appropriate.
Customer was 'angry' about the decision to introduce a 'page check' fee as part our new Record Copying online system.	Email	6.2.2016	10274	Users can request copies of documents through our Record Copying online system	We outlined the reasons for the introduction of the new page check fee and the reduction in price for digital copies. Our Record Copying service is required to operate on a full cost recovery basis and the new fees reflect those costs which were explanined to the complainant. There are also a range of new features of the system which means customers can track their orders in real-time and target dates which compare with many other onilne retailers.