Complaints procedure

How we deal with complaints

You can make a complaint:

• in person, to any member of library staff
• using Let's Chat option below
• via email - library-complaints@salford.ac.uk

We will deal with the issue immediately, and if we can't 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.
• 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 Student Complaints Procedure (PDF).