The Library is committed to providing excellent service. Feedback towards Library Services can be positive or negative, or suggestions on changes you’d like to see. Most problems can be resolved through informal means, or by discussion, and we welcome your thoughts. If you are not satisfied with our service, you may wish to send your concern in as a complaint. Please follow the steps outlined below:
Stage 1: Raise your concern(s)
- If possible, speak directly to the staff member involved or complete the form below
- You will receive a response within 5 working days.
Stage 2: Formal complaint
If it is not possible to resolve a concern informally via the above form, or you feel that you have been treated unfairly, then you may submit a Formal Complaint in accordance with the Student Complaints Policy.
How your data will be handled
- The data you enter in the feedback form will be stored on Queen Mary University of London's online form creator for 1 year
- Access to the data on this software is restricted and password-protected
- The form response will be shared with Library Staff responsible for investigating
- Related correspondence will be stored for 3 years
- Feedback will be anonymised and retained for use in our Customer Service Excellence assessment, and where we have changed our service as a result, may be used online for 'You Said, We Did'
How we act on your feedback and complaints
Visit our ‘You Said, We Did’ webpage to see how we incorporate feedback and the actions we are taking in response.