Complaints procedure

Complaints

We take all feedback seriously so any complaints will be dealt with in a timely and professional manner.

The first thing to do if you are unhappy about any aspect of our services is to bring this to the attention of one of library volunteers, who will try to resolve your concerns immediately. If you are unhappy at the way you have been treated by any of our volunteers please contact us by email ([email protected]) or telephone 02476977947.

Please contact us as soon as possible giving clear details so we can endeavour to resolve the issue. If you choose to email us, please write “COMPLAINT” as the subject line of your email. Specify clearly what aspect of the library’s service you wish to make a complaint about.

Including the following details will help us effectively and quickly investigate your complaint:

(a)The specific area, service or resource to which the complaint applies.

(b)Your name and contact details.

(c) Outline the nature of your complaint as precisely as possible, this will help us to investigate further and to hopefully resolve the issue. Please include details such as the place and time the incident occurred.

(d) Please let us know if you have already reported the complaint, and if any action was taken previously.

Please note that we endeavour at all times to treat our service users with respect, and we expect the same standards of behaviour from our library users.

Your complaint will be dealt with in a professional and confidential manner. Your complaint will be assigned quickly to the most appropriate person to deal with the complaint, who will investigate the matter fully and communicate regularly with you until the issue has been resolved. If you are not satisfied with our response or wish to raise the matter more formally, please contact our Chair of Trustees. ([email protected].)

All complaints will be logged. We will acknowledge any emailed complaints within 5 working days of receipt.

You will receive a full response to your written complaint within 15 working days.