Guide to resolving library problems

Please let us know if you are not satisfied with any aspect of the Library service.

Our aim is to investigate and to resolve any problems as soon as we can. Whenever possible we would hope to find a solution straightaway.

Whilst we encourage you to try and resolve your concern informally using the steps below in the first instance, formal complaints can be made according to the University Complaints Procedure.

If you are in one of our Libraries please speak to the Library supervisor on duty at one of our Information Desks between 09:00 and 18:45 or email library@londonmet.ac.uk

Some enquiries will need to be referred to other staff within Library Services but hopefully most of them can be resolved at the time.

If you do decide to raise a concern we:

  • aim to acknowledge your correspondence within 24 hours Mon - Fri;
  • will update you on progress if we are unable to resolve the matter straightaway;
  • will deal with your concern in confidence (where appropriate);
  • aim to respond to your concern within five working days Mon - Fri.

Please contact the University Librarian if the query or complaint is about a member of Library staff.

If you feel we have not been able to resolve your concern informally to your satisfaction, please follow the University Complaints Procedure and make your complaint on a Complaints Form

In the event that you believe the problem still has not been resolved to your satisfaction, you may contact the University Librarian, Catherine Phillpotts: catherine.phillpotts@londonmet.ac.uk

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