Skip navigation to content
Search icon

Search


SAULCAT - St Andrews University Library Catalogue
Seeker

How to complain

If you feel the library service has let you down please speak to any member of staff or email library@st-andrews.ac.uk.

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.