Complaints procedureWe 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 complaintIf 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 fill out the comments and complaints form or you can telephone +44 (0) 20 8392 5363 and speak to our Complaints Manager, Paul Sturm Paul Sturm Our responseWe 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. We will respond to complaints relating to Freedom of Information requests within 20 working days. Taking it furtherWe 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 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). You may request an independent review at any stage if you prefer to use an independent internal channel to complain. External reviewIf 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 (or from March 2008, Elizabeth Derrington). 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 Telephone number: +44 (0) 20 7278 6251 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 Telephone number: +44 (0)1625 545745 Review by the OmbudsmanShould 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 Telephone number: +44 (0) 84 5015 4033 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 informationThe National Archives is an Executive Agency, which operates as a separate department under the Ministry of Justice. The Chief Executive is: Natalie Ceeney The minister responsible for The National Archives is: Secretary of State for Justice and Lord Chancellor Cymraeg (Welsh language version)
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