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.
Our Takedown policy sets out the circumstances in which The National Archives will remove material from its websites.
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 our Your views form or email us at yourviews@nationalarchives.gsi.gov.uk, or you can telephone +44 (0) 20 8392 5363 and speak to our Complaints Manager, Paul Sturm.
You can also write to our Complaints Manager at the address below:
Paul Sturm
Complaints Manager
The National Archives
Kew, Richmond
Surrey TW9 4DU
The policy below provides full details on how we handle comments and complaints.
Policy for handling comments and complaints (PDF, 0.11Mb)
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.
The Independent Complaints Reviewer
Dover House
Ground Floor
66 Whitehall
London, SW1A 2AU
Telephone number: +44 (0) 20 7930 0749
Fax number: +44 (0) 20 7321 0406
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 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
Ministry of Justice
102 Petty France
London, SW1H 9AJ
Cymraeg (Welsh language version)
Y drefn gwyno (PDF, 0.08Mb)
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