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Library Services Feedback and Complaints Policy

This policy outlines the procedures Library Services will undertake when responding to user complaints. This will ensure a consistent and structured process is followed. These procedures are aligned with Stage 1 (early resolution) of the University's Student Complaints procedures (Senate Regulation 26).

General feedback and problem solving

Library Services are committed to providing the best possible service at all times to our user community.  We welcome user feedback through a variety of channels including an online feedback form and paper feedback forms available at our library help desks.

If users experience any problems using our services, spaces or resources, the following steps are available:

  • Notify a member of staff in person at a library help desk during staffed service hours
  • Use the Ask Us service or Online Chat service when available to submit a question
  • By email to [email protected]
  • Use the Noise Line during advertised service hours to anonymously report a disturbance in a library study area.

Responding to your feedback and complaints

If you are unhappy with the service you have received, please speak to the senior member of staff on duty at the help desk during our regular staffed opening hours. Some matters may need to be referred on to other staff within Library Services, or other University colleagues, but we hope most issues can be resolved at the time.

If a more detailed response is required, the matter may be referred to the relevant member of User Services. Your feedback will be acknowledged within 2 working days and we will respond to the issue or complaint within 7 working days.

If you are not satisfied with this resolution, the matter can be addressed to the Head of User Services.

Formal complaint (Library Services)

A formal complaint must be made within 28 days of the event occurring. This is a requirement of the University procedure outlined in Senate Regulation 26. A formal complaint can be made directly to a member of the Library Leadership Team. This may be submitted by email to [email protected].

Library Services may also receive complaints indirectly if these have initially been addressed to Student & Academic Services.

Complaints received through these channels will be investigated by the relevant member of the Library Leadership Team. Within 7 working days, a first level response will be provided. This will state the broad terms of our follow up action. Withn 28 days of receipt a full response will be given.

The City University Students Union Advice Service is available for students seeking free, confidential and impartial advice on any matters affecting their studies or experience at University.

Formal complaints (University)

In the case of current City students not satisfied with the resolution offered by Library Services, the University's Complaints Procedure should be followed.

Reviewing complaints and feedback

Library Services regularly monitor and review all feedback received through School Committees, feedback forms and campaigns as well as the formal complaints procedure. The issues raised and actions taken are considered by the Library Leadership Team. Where appropriate, these may determine changes to procedures or policies and we work with colleagues in Marketing & Communications to publicise changes made in response to user feedback. Notification is given to the Student & Academic Services Directorate of any complaints dealt with under stage 2 of the University's complaints procedure.