Bedfordshire and Luton archives enquiry and research service

Frequently asked questions

What information can you provide by telephone?

On the whole the telephone is only useful for short enquiries and basic service information. Please ring us, for instance, if you want information about our services, general information on sources or if you need advice on how to carry out your research. We aim to answer promptly (within 4 rings) and will always do our best to give you sound advice from a specialist if possible.

Is there a limit to the help you can give by telephone?

Yes; in a busy office like ours and given the nature of archive research, there are limits to how far we can help by telephone. If you have a complex enquiry or if we need to make a search in the records before we can provide the information you need, we recommend that you either visit the searchroom [see Coming to the Office ] or write |to us  instead. If you are proposing making a visit from some distance, you may find it helpful to write to us asking for a preliminary search to be made of our holdings. This may also help you plan your visit more effectively.

Why is it best for me to write or email?

Because it helps us to give you a carefully researched and helpful reply taking into account all the information relating to your research enquiry. Please let us know your full name and address when contacting us by e-mail.

How soon will you reply?

We aim to respond to all postal or e-mail enquiries within five days and, in most cases, we will reply on the same day we receive your enquiry. Please let us know your full name and address when contacting us by e-mail.

Do you charge for enquiry work?

We will answer most short and specific and first time enquiries free of charge. We don't usually charge for providing information about sources but if you want staff to carry out research work then you must expect to pay. There is a minimum charge on photocopying orders by post to cover costs see Our Scale of Charges |and a search charge will be made where copying involves research to find items to be copied. We ask you please pay promptly for work done by post, preferably within 4 weeks. We can accept credit card payments but it is unwise to send details by e-mail for security reasons.

Can you give me some examples to show how the system works in practice?

If you are looking for the baptism of an ancestor in a given parish at a known particular date, then we can make a search and report our findings without making a charge. Similarly, if you want to know whether we hold sources for a particular village school you won't have to pay. You will be charged, however, if you want us to trace a wedding or find baptisms of all the children of the marriage over a period of time or trace someone in census returns.

What if I am not really sure where to look?

We will try to help, although in our experience it is probably best to ring us and talk to us about your research. If you prefer to write it can be very time consuming to answer speculative enquiries adequately. We may have to charge, but we will tell you in advance if this is necessary.

How much do you charge?

We set our fees and charges| annually in consultation with our User Panel and the rates usually go up on 1st April. For details of current charges see Our Scale of Charges and Photography

Isn't your charge rather high?

It may seem expensive but think how much you are charged when your washing machine or car needs to be repaired. Our staff are well-trained and carry considerable specialist expertise. Enquiries are directed and allocated to those with most experience and expertise in answering them. Often several staff will contribute to a reply. The depth of staff experience means that we can usually find the information you require very quickly and our charge is made on the basis only of the time spent researching. We aim to offer good value for money for all research we undertake.

Does the charge include the cost of photocopies?

It does not; you will have to pay extra for any photocopies| you ask us to provide. If we have to spend time identifying the entries or items you want copied, then we may have to charge you extra research charges. For information on charges for photocopies see Our Scale of Charges|.

Will you still charge me even if you do not find the information I want?

Unfortunately, yes our charges are based on the amount of time we spend on your query and not on the results. It is therefore very important that you give us accurate information and tell us as precisely as possible what you want us to find for you.

Do you need payment in advance?

As it is difficult to estimate the cost of work in advance we don't normally insist on pre-payment. However, you can indicate an upper limit - say up to two hours work - for work which you commission. We will ask you for payment when we send the results of the research. When we have given an estimate we will usually ask for payment in advance.

What methods of payment do you accept?

Payment by personal cheque or postal order made payable to Bedfordshire County Council. We can also accept credit card payment by Mastercard, Visa or Visa Delta, but we do not advise giving us your details via e-mail due to security concerns - tell us by letter or telephone |instead.

Can I pay in foreign currency if I am writing from abroad?

The easiest way to pay is via credit card, however, if this is not possible, or you do not wish to do so you will be asked to pay extra currency conversion charges if you pay in foreign currency. Naturally, we will accept sterling cheques or orders at no extra charge.

What do I need to tell you when I write?

Your letter should state clearly what you want to know and how much work you are prepared to pay for. If possible, you should list the sources - and dates - you would like us to search. Some background information - but not all you know! - on the work you have already done may also be helpful to us. If you are unsure on any issue about what to ask, then please ring before writing. It is always helpful to us if you include a daytime telephone number so we can clarify any points of uncertainty about your enquiry.

Will the same person be dealing with  my enquiries?

The member of staff who answers your letter will sign the reply and you can write to him/her if you want the same person to help you again. Unless someone is ill or on holiday, all letters addressed personally will be passed to that person for attention, perhaps involving others where specialist expertise is available on a particular source.

Are there any circumstances under which you would be unable to help?

We will always try to help you by providing the information you want. However, this may not be possible in certain, very occasional, circumstances - for instance where documents are in poor condition or access to them is restricted. Where records are "closed" we will examine the possibilities for access and take steps to ensure this if possible.

What can I do if I am not satisfied with the work you have done?

If you think that we have missed something important, misunderstood your query, or provided irrelevant information, then let us know. We will try to put things right at no extra charge. If the fault is clearly ours, we will refund any money you have paid. If you are still unhappy, then you may use the complaints procedure, details of which are available on a leaflet (contact us| for details).

Is there any other way I can get the information I need?

Yes; if you are tracing your family history, then you may prefer to employ an independent Record Agent - many advertise in Family and Local History literature - or take advantage of the services available to members of the Bedfordshire Family History Society. Please let us know if you have already written to another museum, library or institution with the same enquiry. This will avoid possible duplication of effort.