Complaints procedure

If you are not satisfied with a service provided by The Library, the best way for us to make improvements is to hear from you and learn from what you have to say.

We value your opinions

In the first instance, please raise the matter directly with a member of Library staff. They will deal with the matter immediately where they can. If an immediate resolution is not possible an explanation will be given as to what action will be taken next.

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

If you are still not satisfied, or wish to make a formal complaint, please email library-complaints@salford.ac.uk.

If you are not satisfied with the outcome of this process, the next course of action is to use the University of Salford Complaints Procedure.