SWiB Service Charter

PLYMOUTH BARBICAN ASSOCIATION SOUTH WEST IMAGE BANK: ARCHIVE
SERVICE CHARTER

If you are looking for information in the archives

  • We will answer your letters and telephone calls promptly
  • A reply will be sent to all enquiries within 20 working days
  • We aim to give you a firm booking for a seat within 5 working days of your request
  • We will give you every help to understand what we have available and how to find what you want. We offer free advice on which records may be helpful to your enquiry
  • We will fetch the documents you order as soon as possible after your order has been placed
  • More than 90% of all documents ordered will be available to the user within 15 minutes of the order being placed. Up to four documents can be ordered in advance of your visit, and all records whether digital or original ordered more than 24 hours in advance will be ready when you arrive

If you are placing records in the archives

  • We will answer your letters and telephone calls promptly. We will send written receipts for all gifts or loans within 10 working days.
  • We will come and look at your records and give free advice on their long term preservation and research interest without any obligation on your part
  • We will store your records and supervise their use to the standards laid down by the British Standards Institution and The National Archives
  • We will provide final lists of all new accessions below one cubic foot in size within 3 months of their arrival

If you have a complaint, suggestion or comment
Please take any problem to the supervisor on duty immediately. If you are not satisfied you may:

  • Ask to speak to a senior member of staff
  • Fill in a complaint form. You may also use forms for comments or suggestions about the service. We shall reply to all complaints and suggestions.

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