Access standards

Lancashire Archives and Local History is an Accredited Archive Service. We are committed to giving a high standard of service at all times.

If you visit Lancashire Archives and Local History in person we will: 

• be friendly and helpful at all times 
• inform you of relevant policies, procedures and charges 
• protect your personal data in accordance with the General Data Protection Regulation and the Data Protection Act 2018
• provide lockers for the security of your personal possessions and papers that are not allowed into the secure area of the searchroom provide lists, indexes, guides and reference books to help you identify, use and understand the records you need
• assist you to identify the material you need to consult, and do our best to answer your questions
• provide professional advice about the archives we hold and how to use them for your research 
• produce material on demand until 30 minutes before closing time, aiming to produce documents within 20 minutes of your request or to tell you why we can’t 
• provide copies of documents and recordings for you, wherever possible, for a fee, in accordance with our copying policy and current charges, or explain to you why an item is unsuitable for copying 

 If you contact us by letter or email we will: 

• respond to your enquiry within 5 working days of receipt (10 for more complex enquiries) and forward copies within 5 working days of payment.  
• suggest alternative appropriate avenues of research if we are unable to help 
• respond to your enquiry in compliance with relevant legislation  

If you contact us by phone we will:  

• respond in a friendly and professional manner and tell you to whom you are speaking  
• answer basic enquiries at once or phone you back within an agreed time  
• invite you to forward more complex enquiries by letter or email, or to visit in person 

If you visit Lancashire Archives and Local History we expect you to: 

• Register for an ARA Archives Card and bring your ARA Archives Card each time you visit. You need this in order to use original documents   
• Follow our Searchroom Rules and agree to observe them  
• Handle all documents and books with care using any protective materials, book supports or weights provide and follow any instructions from staff
• Tell us clearly and concisely what you want, or what you are trying to find out. We can only help you if you give us enough information to understand and answer your enquiries 
• Treat us as courteously as you would like us to treat you 
• Help us to improve our service by telling us what we do well and not so well 

If you are unhappy with any aspect of our service we want to know:

• Please talk to the Searchroom Manager or the duty archivist who will try to sort things out
• If you are still not satisfied, please ask to speak to the Archives & Resources Manager, Alex Miller; or write to him at Lancashire Archives and Local History, Record Office, Bow Lane, Preston, PR1 2RE (email: archives@lancashire.gov.uk) 
• If you feel that your complaint has still not been resolved please ask for an official Lancashire County Council complaint form
• You can also make any compliments, comments and complaints about our service through the Lancashire County Council website