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. Alternatively, you can complete the comments and complaints form or you can telephone +44 (0) 20 8392 5363 and speak to our Complaints Manager, Paul Sturm, or write to him at:
Paul Sturm
Complaints Manager
The National Archives
Kew, Richmond
Surrey TW9 4DU
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 ten working days, we will keep you informed on the progress of our investigation.
We will respond to complaints relating to Freedom of Information requests within 20 working days.
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, the Chief Executive's office can arrange for your case to be reviewed. (The Chief Executive's office is independent of the operational departments of The National Archives and reports directly to the Chief Executive). After being appointed, your Case Reviewer will aim to complete the review within 20 working days. If the Case Reviewer is unable to complete the review within that time, they will explain the reason(s) why and keep you informed of progress
You may request an independent 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. The ICR is entirely independent of The National Archives and will ensure fairness and impartiality in the investigation of your complaint.
Please note that the ICR cannot review cases involving FOI and Data Protection Act requests.
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: enquiries@icr.gsi.gov.uk
icrev.org.uk/
If your complaint is about a request under the Freedom of Information Act (FOI) and you are still dissatisfied having followed all the stages of the internal complaints system, you should contact:
The Information Commissioner
Wycliff House
Water Lane
Wilmslow
Cheshire, SK9 5AF
Telephone number: +44 (0)1625 545745
informationcommissioner.gov.uk
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. The Ombudsman is wholly independent of the government.
Further information on this service can be obtained from:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London, SW1P 4QP
Telephone number: +44 (0) 84 5015 4033
Fax number: +44 (0) 20 7217 4000
Email: phso.enquiries@ombudsman.org.uk
ombudsman.org.uk
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.
Further information
The National Archives is an Executive Agency, which operates as a separate department under the Ministry of Justice.
The Acting Chief Executive is:
Oliver Morley
The National Archives
Kew, Richmond
Surrey, TW9 4DU
The minister responsible for The National Archives is:
Secretary of State for Justice and Lord Chancellor
Selborne House
54-60 Victoria Street
London, SW1E 6QW
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