Complaints Procedure

Get in touch

We are committed to meeting your expectations and delivering an excellent service at all times. If there is anything we could improve, we would really value your feedback. If you have a concern, or complaint about any aspect of the Library’s service, please let us know by completing the form below. Your feedback helps us continually improve.

Submit a complaints form here

The Library's Complaints Procedure

A complaint is considered as “an expression of significant or sustained dissatisfaction where an individual seeks action to address the problem”.

A complaint about the Library should be submitted if you wish to claim that:

the service delivered to you by the Library is unsatisfactory
the service has failed or was unavailable
the Library facilities or learning resources were unsuitable
a member of staff responsible for delivering the service did not act appropriately
a Library policy is wrong, unfair or not followed.

The Library complaints procedure aligns to the University Complaints and Feedback Procedure

Stage 1: Frontline / Local Resolution stage

If you have a complaint about the Library, please raise this as soon as you become aware of the problem, submitting your concern via . Alternatively, you may also submit your complaint in writing (via email or letter) or by phone or in person, by talking to the Library HelpDesk or relevant Library representative.

All complaints received will be referred to the team leader or manager of the service concerned and, wherever possible, they will aim to put things right immediately. If it is not possible to address the matter in the way you wish, the team leader or manager will explain the reasons.

This stage will be completed typically within20 working days.

Stage 2: Formal Departmental Investigation and Resolution stage

If you are still not satisfied with the way your complaint has been handled:

For University of Warwick students – you should report your concern via the University. See Stage 2 of the University’sStudent Complaints Resolution Procedure (Stage 2). This stage is to be completed within30 working days
For University of Warwick staff – your complaint will be escalated in line with theUniversity Complaints and Feedback Procedure.You should write to The Librarian who will provide an initial response typically within5 working daysof receipt. Further time, as advised, may be required for a full investigation of the concern
For all other customers – TheUniversity Complaints and Feedback Procedureincludes guidance for members of the public. You should submit your concern to The Librarian. Ideally, the concern should be submitted in writing (by email or letter) and include details of the initial complaint, the Library response and all the associated documentation. The Librarian/Head of Division will provide an initial response typically within5 working daysof receipt. Further time, as advised, may be required for a full investigation of the concern

If you wish to submit a Stage 2 complaint you should submit this within10 working daysof receiving the Stage 1 outcome.

Stage 3: Formal Institutional Review and Final Resolution stage (for students only)

Contact information

Telephone: 02476 522026 University Librarian (please note: all calls will be dealt with initially by the Customer Support Team)
Postal Address: University Librarian, The Library, University of Warwick, Coventry, CV4 7AL
Email Address: .