Feedback and complaints

How to give us feedback or make a complaint

For feedback and complaints, the best way to contact us is by emailing library@le.ac.uk, by using the online comments form or in person in the David Wilson Library.

You can also contact us:

• By using a comments form available in the Library
• By telephone: +44 (0)116 252 2248
• By letter: The University Library, University of Leicester, University Road, Leicester, LE1 7RD

University of Leicester staff and students can provide feedback to librarians@leicester.ac.uk or via their School or Departmental Student Staff Committees.

If you decide to make a complaint, we will respond to your complaint quickly, update you on progress, and deal with your complaint in confidence, where appropriate.

Please note that some complaints will need to be referred to other members of staff within the Library or the University, and therefore cannot be resolved immediately.

Escalating the complaint

Step 1

If you are unhappy with the way the complaint has been handled, please contact the Head of Service responsible for the service. 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.

Step 2

If you are still not satisfied you should address your complaint in writing to the Deputy University Librarian who will investigate and reply to you in writing within 5 working days.

Contact details: Deputy University Librarian, University Library, University of Leicester, University Road, Leicester, LE1 7RD, +44 (0)116 252 2062 or joanne.dunham@leicester.ac.uk.

Step 3

Whilst we will make every effort to resolve your complaint if, for any reason, you are not satisfied with the response you have received you may progress your complaint as follows.

University of Leicester Students should follow the University of Leicester Students Complaints Procedure.

All other Library Users should write to: Steve Williams, University Librarian, University Library, University of Leicester, University Road, Leicester, LE1 7RD. The University Librarian will respond to the complainant in full within twenty eight days.