Complaints and Comments
Complaints
There were four formal complaints about the Service during the year. One concerned a delay in providing a certified copy of a baptism entry at Staffordshire Record Office, which was fully upheld and the customer was given a refund. The second complaint was regarding supply of photocopies, as the customer thought that they had waited too long to receive the copies. The copies were supplied within four working days, well withion the eight-day target for Staffordshire Record Office. This complaint was not upheld. The third complaint was concerning the charge for a camera permit, which was considered too high. An explanation of the charge and what it covers was provided, and the complaint was not upheld. The fourth complaint regarded access to Stoke on Trent City Archives for people with disabilities and lack of assistance in using computers. An explanation of the facilities available and awareness of drop-in sessions for using computers with one-to-one support was given. The complaint was not upheld.
Compliments
We also received 207 recorded compliments and positive comments by letter, email and comments forms about all aspects of the public services and about the quality of service provided by staff. Compliments ranged from the introduction of online payments, quality of frontline help, and replies to distance enquiries, to the quality of talks and visits for groups.
The following examples speak for themselves:
I would like to thank your department for the very clear instructions given for payment online, which I have successfully followed. I wish all instructions for the use of websites were so clear!
Following your talk I just wanted to reiterate my thanks and appreciation on behalf of our Society, it was involving and interesting.
I would like to place on record my sincere thanks to all the staff at Lichfield Record Office for their assistance in my research. Thank you again - it has been a truly invigorating experience.
Thank you very much - this is very helpful, I am in awe of the excellence and helpfulness of your archive service, brilliant.
Comments
We received 24 formal comments, making helpful suggestions concerning the services we provide, some of which we have been able to act on. One concerned an emergency pull cord in a disabled toilet, which had been wound up and so put out of reach. This was rectified, and regular checks are now made to ensure that this does not recur. Another was a request that we add our office telephone numbers to our readers' tickets, which we have since done.
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