Complaints procedure

We would like you to find your visit to The National Archives building and website productive and enjoyable. We are committed to providing you with the highest possible standard of service in our power. If things go wrong we would like to help you straight away, so please tell us when a problem arises.

How to make a complaint

If you wish to complain about any of our services, please speak to a member of staff, who will try to sort things out for you directly, or will put you in touch with someone, who can help.

Our response

We respond to all complaints. If you send your complaint by email or post, we aim to send an initial acknowledgement of receipt of a complaint within 3 working days and a full response to complaints within 10 working days of receipt. If we cannot respond fully within 10 working days, we will keep you informed on the progress of our investigation.

Taking it further

We try to put things right the first time, but if you are not satisfied with the way your complaint was handled and wish to take the matter further, staff in our central management department (CMD) can arrange for your case to be reviewed. (CMD is independent of the operational departments of The National Archives and reports directly to the Chief Executive).

You may request a central management department review at any stage if you prefer to use an independent internal channel to complain.

External review

If you are still dissatisfied having followed all the stages of the internal complaints system, you may apply to the Independent Complaints Reviewer (ICR), Mrs Jodi Berg. She is entirely independent of our organisation and will ensure fairness and impartiality in the investigation of your complaint. She can be contacted at:

Independent Complaints Reviewer
New Premier House
150, Southampton Row
London, WC1B 5AL

Telephone number: +44 (0) 20 7278 6251
Fax number: +44 (0) 20 7278 9675
Email: icr@icrev.demon.co.uk
http://www.icrev.demon.co.uk/icrbook.htm

Review by the Ombudsman

Should you remain dissatisfied with the outcome of the ICR's review you can ask your Member of Parliament to put your complaint to the Parliamentary Ombudsman who is an officer of the House of Commons. He is wholly independent of the government.

Further information on this service can be obtained from:

Office of the Parliamentary Commissioner for Administration
Millbank Tower
Millbank
London, SW1P 4QP
Telephone number: +44 (0) 20 7217 3000
Fax number: +44 (0) 20 7217 4000

The provision of an independent complaints review process does not affect your right to seek to have your complaint reviewed by the Ombudsman at any time.

You also have the right to refer certain matters to other statutory bodies e.g. the Data Protection Commissioner. Further information on your rights can be obtained from The National Archives.

Further information

The National Archives is an Executive Agency, which operates as a separate department under the Department for Constitutional Affairs.

The Chief Executive is: Mrs Sarah Tyacke CB

The minister responsible for The National Archives is:

Secretary of State for Consitutional Affairs and Lord Chancellor
Selborne House
54-60 Victoria Street
London, SW1E 6QW