Complaints procedure

Anyone who believes they have a serious issue or complaint on a matter relating to the Library should address it using the following stages:

Stage 1: Informal complaint to the member of library staff concerned or their line manager

• If possible, your complaint should initially be addressed to the member of library staff who is most directly concerned with the issue. (A member of staff may request the presence of their line manager).
• You should expect an answer either immediately, or to be posted (letter or e-mail as appropriate) within 5 working days.
• Staff should be happy to deal with complaints raised on an informal basis, but if you feel unable to approach the individual directly concerned you may proceed directly to Stage 2.

Stage 2: Informal/Formal complaint to a Frontline Services Manager or equivalent

• If the member of library staff most directly concerned cannot be contacted within 5 working days, or if you feel unable to approach the person who is directly responsible, or if you consider that the matter has not been satisfactorily resolved, you should raise your complaint, in person at an appointed time or in writing or email, with a Frontline Services Manager, or in their absence the Head of Library Frontline Services.
• You should expect an answer from within 10 working days of receipt of the complaint, although this may be in the nature of a holding letter if a detailed investigation is required. Having heard your complaint the Librarian will outline how (s)he intends to deal with the situation and when this is expected to be completed. You will be notified in the event of any subsequent delay.
• Once the complaint has been considered in full, the Librarian will notify you in writing of the conclusions and any subsequent action the Library intends to take. This may be reported to the Director of Student Services.

Stage 3: Formal complaint to the Director of Student Services

• If you consider that the matter has still not been resolved to your satisfaction, you should raise your complaint, in person at an appointed time or in writing or email, with the Director of Student Services.

Stage 4: Formal complaint to the Academic Registrar

• If you are a student of Queen Mary, and if you are not satisfied that the matter has been resolved within the Library, you should follow the College's Students Complaints Policy under "Complaints about Non-Academic issues" (paragraphs 19-22).
• Other users who are not satisfied that the matter has been resolved within the Library are invited to write to the Chief Operating Officer who will take the matter further.

Note: Matters of a personal nature will generally be dealt with privately. Matters of policy which require a change in regulations or which remain unresolved will generally be taken before the Library Users' Forum.

The Head of Library Frontline Services will maintain oversight of the comments and complaints process and will produce for the Library Users' Forum at the final meeting each year an analysis of the complaints/suggestions received during the previous year, along with the Library's responses. This analysis will be used as a check to determine if general changes are required to Library practices or regulations.