22 June 2018
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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 or to correct errors in the content please use the contact page.

To complain about the an aspect of the Scottish Documents website or about NAS services use the procedure set out below.

Making a complaint
If you wish to complain about our services when visiting the NAS, 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

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.

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