Annual Report of the Independent Complaints Reviewer for The National Archives (TNA) for 2008-2009
About the Independent Complaints Reviewer
Jodi Berg is the Independent Complaints Reviewer (ICR) for The National Archives (TNA). She is not an employee of TNA and her service is free to complainants. Mrs Berg is a solicitor, a mediator, and a Fellow of the Chartered Institute of Arbitrators. She is a member of the Administrative Justice and Tribunals Council. The ICR office reviews complaints about 7 public bodies.
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ForewordWhen things go wrong, or when people think they have, they need to be able to rely on public bodies to treat their complaints seriously, own up to mistakes and to try to resolve matters in a helpful way. When this does not happen, they need someone who is not part of the organisation itself to look into what happened and decide whether their complaint is justified. My role is to investigate complaints that TNA has been unable to settle itself and, if appropriate, to recommend redress for the complainant, or improvements to TNA’s service. Independent review may not always give people the result they were hoping for, but it does clarify what they could reasonably have expected from TNA and whether required standards were met in their case. TNA has agreed to act on my recommendations unless exceptional circumstances prevent it from doing so. I am pleased to report that in 2008-09, few people have needed to refer complaints to me. This demonstrates that complaint responses provided by TNA are of a high calibre and I commend that Agency for this achievement. I look forward to continuing to work with TNA to ensure that customer service remains at the forefront of its strategic and operational decision-making. |
The ICR Office
Our purpose is to provide a free, effective and impartial complaints review and resolution service for complainants that settles complaints in a proportionate manner and makes a positive difference for TNA. ICR team members are skilled complaint handlers and the office has a reputation for fairness and impartiality. We welcome independent scrutiny of our quality of service and are recipients of the BSI complaints management standard. We publish clear information about our service and communicate with people in a manner that meets their preferences.
The ICR considers complaints about maladministration, that is poor service or unfair treatment. This may include a failure to follow proper procedure; discourtesy; discrimination or injustice; excessive delay; or not answering complaints fully and promptly. We settle complaints:
- Through advice and assistance, which helps people take matters forward;
- Through resolution, by agreeing steps to be taken by TNA that will settle matters to the satisfaction of both the complainant and TNA;
- Through adjudication, following thorough investigation and full consideration of the issues.
Following resolution or adjudication, both the complainant and the TNA are sent a report setting out the background to the complaint and outlining the reasons for conclusions and recommendations.
Confidentiality
We respect the privacy of complainants and do not publish information about them or their case or discuss individual cases with the media or any other third party, although we may refer to the kind of issues raised to explain the causes of complaints and how they can be avoided. As far as possible, we respect a complainant’s wishes and protect sensitive personal information, however, we do need to exchange information about the complaint with TNA to find out important facts about it. We are able to see all of the relevant TNA information for the purpose of investigation, but have no authority to release it to a complainant or any other third party. Requests for data or information must be made direct to TNA.
Complaints statistics and other facts
During the period covered by this report, we only received 2 substantive complaint referrals. TNA itself recorded 112 complaints within this period. This is a very low number, considering the extensive customer contact with TNA, demonstrating that people are generally satisfied with TNA’s quality of service and comments to the customer service team are positive.
However, there are some areas where procedural changes have triggered customer concerns, for example the imposition of more stringent identification requirements for people taking out new reader cards. It is important that even where general comments do not become formal complaints, TNA takes an interest in this information to ensure that systems do not become unnecessarily bureaucratic where this is unnecessary for the safety and preservation of the records.
Case studies
Some complainants seek our help before raising a formal complaint with TNA, or without any clear objective in mind. The following examples typify the kinds of concerns raised and our responses.
Case 1
Mr A complained about TNA’s ‘inflexible and badly designed ordering system’. He had corresponded with TNA for more than a year trying to order six items that TNA confirmed it held, but had received only one item for which he was charged £60, only to find that he had been sent the wrong file. We contacted TNA and ascertained that it had not considered a formal complaint from Mr A. We advised Mr A that this was necessary before referring his complaint to the ICR and gave him information about how he could take matters further and our role.
Case 2
Mr B complained about the ‘flawed’ and ‘unfair’ method of distribution of microfiche. He had complained to TNA’s Chief Executive who told him that the method would be changed in the future, but the distribution of the microfiche he wanted had already taken place. Mr B complained that this happened whilst TNA was considering his complaint and he felt that the allocation should have been postponed, or that the items should have been recalled to enable a fair process to take place. We explained how we could help, but that we could not demand the recall he wanted.
In some cases we can help people resolve their concerns.
Case 3
Mr C contacted the ICR office as he was having difficulty sending an enquiry to TNA via its website. We were able to explain to Mr C the various contact forms accessible via the Home Page. We provided telephone and postal contact details for TNA and Mr C expressed appreciation for the efforts made on his behalf and the information that we were able to offer.
Case 4
Mr D contacted the ICR’s office about problems he experienced with the display of information on marriage information searches. He said that despite sending TNA e-mails about this problem, it had not been resolved. As it was not clear whether a complaint had been raised with TNA, we provided contact details for the Complaints Officer. We explained that a referral could be made to ICR within 6 months of receiving a final complaint response from TNA.
Case 5
Mr E’s referral to the ICR related to the costs of carrying out his research, conducting searches of the 1911 census, often involving common names. We explained the ICR’s role and that she could not influence TNA’s charging policy. We provided contact details within TNA if he wished to take this matter further.
Contact the ICR team
New Premier House
150 Southampton Row
London WC1B 5AL
E-mail: enquiries@icr.gsi.gov.uk
Telephone: 020 7278 6251
Fax: 020 7278 9675