Many findmypast customers in the UK are still very upset over the company's recent switch from its prior version of the UK site to a new web platform, which has completely turned the site's search functionality and ability to access certain records upside down.
findmypast's customer feedback forum has received thousands of comments, complaints, and suggestions over the past few weeks, and the company responded this past week by removing certain suggestions such as "Improve Communication with Your Customers" and placing the forum on moderator status. At least some new suggestions are being posted, but only if first approved as "actionable." The announcement from findmypast on the forum's home page states "This Feedback Forum is for constructive feedback and proposals for future improvements to findmypast. With that in mind, we've removed some comments or ideas which do not present actionable ideas which other users can vote on."
I'm of the mind that concerns over the company using Facebook as their primary method of communication, and alternate user suggestions for improving customer communication, is an actionable idea, but apparently the company disagrees since they removed the post (along with many others, including a post titled "Improve features to bring in line with the old site" which had amassed over 2,300 comments). However, to the company's credit, the FMP feedback forum is fairly easy to navigate, and various suggestions are either marked as Under Review, Planned, Started, Launching Soon, Declined, or Completed.
Similar issues exist on the findmypast Facebook site, where most of the user complaints seem to continue to be removed. I've also been told that some users have been banned from further posts. The original UK site appears to now be redirecting to the US site, although you can still access the original version here, or by clicking on the findmypast link that tells you where the page has been redirected from. findmypast's response is that they are protecting their brand and, especially in the case of posts that suggest customers move to competing sites, I can completely understand. Some of the banned users have started their own Facebook site called Can't Find My Past.
Sarah Williams of Who Do You Think You Are? Magazine recently traveled to London to try and get additional answers for magazine readers upset at the changes at findmypast. You can view the short video interview with findmypast's Paul Nixon and Myko Clelland, as well as her blog post about the making of the video, on their website.
Related Post: Searching the New FindMyPast