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National Archives Customer Feedback and ComplaintsCustomer Feedback and Complaints - Nov 2013

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November 2013 - The National Archives - Customer Feedback and Complaints
Summary of Complaint	How received	When Received	Case ref	Background Information	Action taken and response to complaint
The complainant raised concerns that downloaded images are substantially unreadable and poor quality	Email	4.11.13	3929	Users can search and download digitised records via Downloads Direct	We apologised for the inconvenience caused and had the document re- filmed and re-scanned.
Complainant dissatisfied with service received in relation to a paid search	Email	5.11.13	3938	Users can request a paid search to be carried out by The National Archives staff	The search did not locate the information the complainant was looking for. The search was carried out to standard, but were unable to explain why the correspondence sent to the complainant did not arrive.
The complainant received the wrong copy of document requested	Email	6.11.13	3944	Users can order copies of our records from Document Services	The correct page was copied and sent to the complainant with our apologies.