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Complaints Procedure

If you are unhappy about a service provided by, or through, UCL Library Services, or if we have not done something which we promised to do, the best way for us to make improvements is to hear from you and learn from what you have to say; we value your opinions.

If you decide to make a complaint we will endeavour to:

  • deal with your complaint as quickly as possible
  • send you an acknowledgement letter if we cannot deal with your complaint within five working days, or the same day if the matter is more pressing
  • where appropriate, deal with your complaint in confidence
  • keep you periodically informed if the matter is taking some time to resolve
  • look at the pattern of complaints to identify and improve any areas where there appear to be repeated problems

Making a complaint

First

We suggest that in the first instance you raise the matter directly with the person responsible for providing the service about which you wish to complain. Problems are often best and more quickly dealt with in that way; this also avoids the possible difficulties which can arise when issues are escalated over the heads of those who are likely to be directly responsible and able to deal with the matter.

Second

If you are unhappy with the way your complaint has been dealt with, please contact us.

Third

If you are still unhappy, please contact the Pro-Vice-Provost (UCL Library Services) by e-mail at p.ayris@ucl.ac.uk or by letter at Dr P. Ayris, Pro-Vice-Provost (UCL Library Services), UCL Library Services, Gower Street, London. WC1E 6BT.

Fourth

If you are not satisfied with the ruling from the Director of UCL Library Services, the correct course of action is to use the generic UCL Complaints procedure.