Library Services


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 improve is to hear from you.

We aim to learn from what you have to say and 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


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.


If you are unhappy with the way your complaint has been dealt with, please contact us by email: library@ucl.ac.uk


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


If you are not satisfied with the ruling from the Pro-Vice-Provost (UCL LCCOS), the correct course of action is to use the generic UCL Complaints procedure.

UCL Report and Support

For advice and support if your complaint concerns bullying, harrassment or sexual misconduct please visit the UCL Report and Support website.