How to complain
If you feel the library service has let you down please speak to any member of staff or email email@example.com.
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.