Your feedback and our response

We welcome your feedback as it helps us to improve what we do and continue to deliver high quality services in line with the Customer Service Excellence standard. You can contact us directly with your feedback.

Comments and requests updated September 2021

What you said What we have done
The complainant was concerned that we had not made any changes to our digital services when we made the decision to close the building in March 2020 due to the COVID-19 pandemic, in particular paying for downloads. Our Executive team reviewed the situation and decided to offer free downloads of records on our website from 24 April 2020. Since December 2020 registered users can order and download up to 10 items at a time, to a maximum of 100 items over 30 days.
A number of overseas customers expressed concerns about the opening time for ordering copies through our Record Copying Service. In July 2021, we reviewed the opening times of the Record Copying Service and adjusted the timing from 09:00 to 11:00 GMT. This change was made to make the service more accessible to overseas customers.
A number of  our international event attendees asked for events to be at times that suited their zone. Due to working hours we couldn’t make that change, but we made the events accessible for 48 hours post-live event to registered attendees only so they aren’t excluded.


Here are some examples of compliments, which we receive in a number of ways, including email, feedback form and letter, to telephone calls, social media and in person.

Date received How received Summary of compliments
22 August 2021 Email The ability to access downloads directly from Discovery is AWESOME and the fair use policy is perfectly reasonable.
12 August 2021 Email A note to say how much I enjoy your newsletters, especially the jigsaws! I live in New York City so I cannot visit, which makes your outreach all the more special. Thank you!
21 July 2021 Email I just want to thank you so much for hosting the talk tonight with Jeffrey Boakye about his new book Musical Truth. It was just a superb event and Jeffrey is such an incredible speaker. I’d absolutely attend any other events with his as speaker!


Here are some examples of complaints, which we receive in a number of ways, including email, feedback form and letter, to telephone calls, social media and in person. Have a look at our Transparency page if you want to know more about complaints.

Summary of complaint and date received Background information Action taken
The complainant was unhappy at receiving an error message which prevents a page check order being placed for copies of records. The Record Copying service is open, but running at reduced capacity due extremely high demand for the service. To help manage this demand, there is currently a cap on the number of pages checks that can be placed a day. We apologised for the inconvenience and confirmed that the service opens at 11:00 hrs (GMT) every day and closes when the daily limit is reached. The error message is a system message that explains the limit has been reached and to try again the next day. We went on to explain that once we are in the position to meet demand the service will return to normal.
The complainant raised concerns that AIR 78 for the letter O has serious sequencing issues.

 AIR 78 is an index to airmen and airwomen’s service records held in AIR 79. The microfilmed slips contain name and RAF service number only

This index is not 100% complete. The great majority of the original index slips were microfilmed, however there is a small number of random gaps, where a slip had been lost prior to filming.

We explained why there are issues with the sequencing, that we do not hold the original records and are unable to rearrange the pages.
The complainant was concerned about a mis-match between dates in Discovery, our online catalogue and the physical records in E337. Documents are dated by the regnal year given at the head of the roll. However, estreats of convictions on the recusant rolls can originate later than this given date. We explained why the dates differ and updated the series level description to reflect the reason why.

External feedback

Below is a selection of external feedback sites where users can leave independent feedback about our services:
The National Archives on Trip Advisor
Google Reviews