Complaints procedure

We want to provide you with the best possible service - letting us know when haven't done so helps us to improve matters.

You can make a complaint to any member of staff in person, using chat, by phone or email - library-complaints@salford.ac.uk. We will deal with the issue immediately, and if we cannot do this, an explanation will be given as to what action will be taken next.

If you make a complaint, we will:

  • send you an acknowledgement email or letter within one working day, setting out how we intend to deal with the complaint
  • keep you periodically informed if the matter is taking some time to resolve
  • resolve the complaint within ten working days of receipt of the complaint
  • look at the pattern of complaints to identify and improve any areas where there appear to be repeated problems.

If you are not satisfied with the outcome of this process, then you can raise a complaint through stage 2 of the University’s complaints process. More information is available at University of Salford Complaints Procedure.