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National Archives Customer Feedback and ComplaintsCustomer Feedback and Complaints - April 2013
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Download this file| April 2013 - The National Archives - Customer Feedback and Complaints | ||||||
|---|---|---|---|---|---|---|
| Summary of Complaint | How received | When Received | Internal ref | Comp ref | Background Information | Action taken and response to complaint |
| The complainant visited and a document was wrongly produced - staff were alerted and the correct document was produced after the complainant went back to staff after waiting an hour | 4.4.13 | 2576 | Comp Ref: 315 | Users can order original records to view in the reading room. These are produced from the repositories | We apologised for the time it took to correct the mistake and explained the process in detail. | |
| Document partially opened after an FOI review - but was not available to view on date started. | 9.4.13 | 2625 | Comp Ref: 316 | Records that are opened following an FOI review need to be processed and made available | The redacted copy was made available for inspection. | |
| Reader registration system time-consuming and unnecessarily bureaucratic | Letter | 11.4.13 | 2628 | Comp Ref: 317 | Users wanting to view original records require a reader's ticket | We apologised for the inconvenience and explained the changes being made to streamline the process. |