December 2015 - The National Archives - Complaints,,,,, ,How received,When Received,Case ref,Background Information,Action taken and response to complaint The complainant ordered copies of bomb census maps and was dissatisfied as some items were not what was expected.,Email,2.12.15,9899,Users can order copies of our records from our Record Copying service.,"We investigated and found that some maps supplied were not as expected and a partial refund was arranged. Due to a system error the payment was delayed, for which we apologised. After consulting with a records specialist, two additional copies were supplied to ensure the complainant had all the relevant copies they had been expecting." The complainant ordered copies of a Colonial Office record and was dissatisfied as the information originally requested was not supplied. They did not find the explanations received helpful.,Email,4.12.15,9905,Users can order copies of our records from our Record Copying service.,We investigated and located the correct information. A refund was authorised for the difference in cost and the correct copies supplied. We apologised to the complainant for the inconvenience caused and carried out additional research to identify further relevant material within the document as a gesture of goodwill. "The complainant was dissatisfied that changes could not be made to the 1939 Register record, although they had supplied documentary evidence.",Email,10.12.15,9941,"The 1939 Register was released as a part closed record series through our licensed commercial partner, Findmypast.co.uk. Records of people who are less than 100 years old are closed. However, users can search and make a request to review closed records with a valid proof of death and payment of a fee. ","We spoke to our partner, Findmypast, to understand what had happened. A takedown request was expedited immediately for a record relating to a living individual, and two requests for reviews of closed records considered. We investigated and explained the different ways in which requests could be submitted. Due to unforeseen delays, as a one-off gesture of goodwill, it was agreed we would carry out the searches on a complimentary basis." "The complainant was dissatisfied with various aspects of their visit to Kew around our facilities, the level of staff assistance available, having to queue, our reading room rules and the temperature in the reading rooms. The complainant considered their experience to be below the standard she was expecting as a first time visitor.",Email,30.12.15,10284,Users can visit to access records in the reading rooms once they have obtained a reader's ticket and left their personal belongings in the locker room. Staff are available to provide general help and records advice to assist readers with their research.,"We investigated each aspect of the complainant's concerns and offered advice and guidance about using our services and what we provide. We did not uphold the complaint, but accepted that the reader had found their experience a challenge for reasons beyond the control of The National Archives. We offered a complimentary copy of a unit war diary as the complainant had experienced had problems accessing the record whilst during their visit." ,,,,, ,,,,, ,,,,, ,,,,, ,,,,,