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National Archives Customer Feedback and ComplaintsCustomer Feedback and Complaints - May 2014

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May 2014 - The National Archives - Customer Feedback and Complaints
Summary of Complaint	How received	When Received	Case ref	Background Information	Action taken and response to complaint
Customer unhappy with long queues for coffee at the coffee bar. More staff required at busy times	Your Views	2.5.14	5152	Users can utilise the catering facilities to purchase food and drink	We apologised for the unsatisfactory service and explained how the resources are normally flexed. Due to staffing issues on the day this was not possible.
Complainant arrived at the archives to find we were closed	Email	3.5.14	5163	The National Archives was closed over the Bank Holiday weekend	We apologised for the wasted visit and explained the different ways in which the closure information is made available - website, contact centre and tannoys.
The complainant could not find any Admiralty records searched for on the website	email	8.5.14	5211	Users can access records guidance on the web site and search for records via Discovery	We apologised for the problems experienced and offered detailed advice on how to research the relevant Admiralty records.