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 straight away.

Whilst we encourage you to try and resolve your complaint 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

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 make a complaint we:

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

Please go straight to Escalating the complaint if the query or complaint is about a member of Library staff.

If you are not satisfied with the response or suggested action to resolve your complaint, please contact the Reader Services Manager, Gulten Tufekci at: at Holloway Road or, Federica Arisco at: at Aldgate Campus. They will deal with your query at the earliest opportunity.  This will usually be the next working day.

In the event that you believe the problem still has not been resolved to your satisfaction, you may contact the University Librarian, Catherine Phillpotts:

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