| |
|
|
Complaints procedure |
The National Archives of Scotland (NAS) is
committed to providing you with the highest possible standard of
service both online and in person. If things go wrong we would like
to help you so please tell us when a problem arises.
- To report technical difficulties with this site use the
guidance on the feedback page.
- To complain about our services use the procedure set out
below.
Making a complaint
If you wish to complain about our services when visiting, please speak
to a member of staff, who will try to sort things out for you directly,
or who will put you in touch with someone who can help. If the matter
is still unresolved you may wish to make a written complaint. The
NAS welcomes any comments and suggestions. There are complaints forms
in all our search rooms and boxes provided to place them in or you
can contact us by letter, e-mail or telephone as follows:
Postal address:
Customer Relations Officer
The National Archives of Scotland
HM General Register House
2 Princes Street
Edinburgh
EH1 3YY
Telephone: +44 (0) 131 535 1371
E-mail: complaints@nas.gov.uk
Our procedure
The NAS aim to respond to you within 10 working days. If the complaint
cannot be resolved immediately we will send you an initial acknowledgement
of receipt. If we cannot respond fully within 10 working days, we
will keep you informed on the progress of our investigation.
All complaints will be logged by the Customer Relations Officer, noting
date, name and address, nature of complaint, action for resolution,
branch(es) concerned and date by which response is due. The Customer
Relations Officer will be responsible for answering the complaint
and may have to consult colleagues.
A report on all complaints received giving a synopsis of key issues
will be given to the NAS Management Board each quarter.
Response review
If you are still not happy with our response you can ask for your
complaint and our response to be reviewed by our sponsoring department
in the Scottish Government, which is independent and monitors all aspects
of the NAS's business.
External review
If you are still dissatisfied having followed all the stages of the
internal complaints system, you may apply to the Scottish Public Services
Ombudsman. The website address is shown in 'Other Websites' on the
left side of this page. |
|
You
are in: NAS> Terms and conditions> Complaints procedure
Print
this page
E-mail
this page 
Previous
page 
