Library and Learning Services Complaints Procedure

General principles

  1. The Complaints Procedure may be invoked by any user of the Library
  2. These procedures set out how users of the Library may raise a complaint about the Library service. We aim for the majority of complaints to be resolved without the necessity of a formal complaint
  3. The Library commits to ensuring all complaints are dealt with promptly, fairly and with consistency. There will be no discrimination against any user who makes a complaint
  4. If a complaint is upheld, the Library will take the appropriate action and will do so promptly. If the complaint is not upheld, the reason for the decision will be communicated in a timely manner to the user
  5. A Library user making a complaint, and those whom the complaint is made about, can expect the complaint to be dealt with confidentially. It may be necessary however, to disclose information to others in order to deal with the complaint and in these circumstances the parties concerned will be informed of such disclosure
  6. A complaint should be made by the user. Complaints made on behalf of the user by another third party will only be considered in exceptional cases where there are clear reasons for doing so. Complaints that are made anonymously cannot be dealt with under this Complaints Procedure.

This Complaints Procedure covers both the informal and formal stages in handling a complaint. Advice on the University Complaints Procedure can be obtained from Office of Student Complaints, Appeals and Regulation.

Informal complaints

  1. Most complaints can be resolved satisfactorily at this stage
  2. The user should first raise their complaint either in person with a member of Library staff or by writing. If a member of Library staff is unable to resolve an in-person complaint, they will ask the user to submit a written complaint
  3. Written complaints, either by email or feedback form, will receive an initial response within two working days
  4. Complaints will be owned and will be the responsibility of the appropriate manager who will:
    1. Investigate the nature and details of the complaint, sharing as necessary with others to ensure a full investigation is undertaken.
    2. Agree any subsequent timelines where complaints need time to investigate.
    3. If more information or details are needed, arrange a meeting (in person or virtual) with the person raising the complaint to discuss
    4. Own and forward any actions agreed as a result of interactions with the person raising the complaint
    5. Ensure the person raising the complaint is satisfied with the outcome, and if not, has the opportunity to escalate or meet again to discuss further.
    6. Ensure that suitable elements of the complaint are forwarded to a Team Leader in the Customer Services team so that they can be recorded on the Library’s feedback register – full/personal details should not be recorded – a brief summary is adequate.

Formal complaint by a member of the University

  1. If the user is dissatisfied with the outcome of the informal procedure, they should submit a formal complaint:
    1. Students should refer to the University Complaints Procedure .
    2. Staff should refer on to the relevant area eg line manager or HR.

Formal complaint by an external user

  1. If an external user is dissatisfied with the outcome of the informal procedure, they should submit a written complaint to the Director of Library and Learning Services
  2. The complaint should be set out to include the informal steps that have already been taken and details of any response received, a statement as to why the applicant remains dissatisfied and the outcome the applicant is seeking
  3. The Director of Library and Learning Services, or a deputy if the Director is unavailable, will acknowledge in writing a receipt of the complaint within 5 working days. The Director of Library and Learning Services, or a deputy if the Director is unavailable, will then investigate the complaint and submit a written response to the complainant within 14 working days from acknowledgment of receipt of the complaint
  4. The Director of Library and Learning Services’ decision following completion of this process will be considered as final in terms of Library and Learning Services’ involvement, but information can be provided if the person complainer wishes to escalate.

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