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SAULCAT - St Andrews University Library Catalogue

How to complain

If you feel the library service has let you down please speak to any member of staff or email

How will my complaint be handled?

A senior member of Library staff will be assigned to your complaint and will carry out a full investigation.

How long will this take?

Under the terms of the University’s complaint handling procedure we will endeavour to make a decision on complaints within 5 working days however under exceptional circumstances it may take longer.

How will I hear about the outcome?

Normally the senior member of staff handling the complaint will come to one of three conclusions: a complaint will be upheld, upheld in part or not upheld. Regardless of the decision a full explanation of the reasons behind the decision will be set out in writing by the complaint handler.

What if I am still not happy?

If you are unhappy at the response and outcome your complaint will be escalated to the second stage of the University’s complaint handling procedure.