Library Services


Customer Service

We're committed to providing high-quality customer service delivered in partnership with you.

Video - Here to help: using the library

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Service Charter

We value and respect our diverse range of users and our service charter represents our agreement with you, outlining our commitment to our users.

Customer Service Excellence

UCL Library Services has achieved Customer Service Excellence Accreditation, a government standard awarded by the Cabinet Office.

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To achieve Customer Service Excellence (CSE), organisations are assessed against 57 criteria in the areas of Customer Insight, the Culture of the Organisation, Information and Access, Delivery and Timeliness, and Quality of Service. Most organisations pass with only partial accreditation in some criteria, but the library had full compliance in all criteria – an excellent achievement for UCL.

The assessment consisted of a desktop exercise where 130 pieces of documentary evidence were submitted to the CSE Assessor as well as a two-day on-site Assessment. The Assessment involved visits to libraries, observation, presentations by Library colleagues and meetings with academic staff, students and partners in ISD and Student and Registry Services.

The Accreditation process runs in a three-year cycle and there are two Annual Review visits to ensure that CSE is used effectively as a tool for continuous improvement.

“We have been informed that we have achieved CSE Accreditation with full compliance in all 57 criteria which is a significant achievement for a Division of our size – the first, we believe, in UCL to obtain such Accreditation. We would like to thank everyone who contributed to such a successful outcome.”

Peter Dennison (Head of Customer Service)

Responding to your feedback

We're always happy to hear your feedback on our services, and we welcome suggestions for improvement.

If you would like to provide feedback, please use our feedback form or visit our getting help and contacting us webpage for more information.