Service Charter

Library staff are committed to providing excellent customer service in partnership with you.

We will:

• Deliver a professional and friendly service with your needs at the heart of everything that we do.
• Treat you with courtesy, fairness and respect and embrace equality, diversity and inclusion.
• Maintain a welcoming environment and a service that is accessible to all.
• Provide an outstanding range of resources and expert training to help you to make the most of them.
• Communicate with you promptly and effectively.
• Actively seek feedback and respond to your comments and complaints.

To help us achieve this we ask you to:

• Treat staff and other library users with respect, courtesy and consideration.
• Be respectful of library spaces, collections and resources.
• Carry your UCL ID card when using our libraries.
• Follow the Library Rules and Regulations.
• Tell us when you need help with library resources, facilities and services.
• Provide feedback on what we are doing well and suggest ways in which we can improve.

Help us to be the best we can be:

We are always looking for ways to develop and enhance our service. Your feedback helps us to innovate and enhance our services in partnership with you.

Contact us and let us know what you think.

April 2025