Suggestions and comments
If you have any suggestions or comments on the Library service, please contact us at library@lancaster.ac.uk. You can also fill out a comments form in the Library. You can view some of the comments, complaints and feedback that we have received.
For the broader discussion of Library issues, all users are represented at the Library Users’ Forum, which meets three times a year. For details of your representative, and to see minutes of past meetings, please see http://libweb.lancs.ac.uk/luf.htm.
Complaints procedure
If you are not satisfied with any aspect of our service, or if you wish to make a complaint, please let us know as soon as possible.
If your complaint refers to a specific library fine, there is a separate appeals procedure in place. For details, please refer to the Library Policy on Fines and Appeals, which can be viewed at in the "Using The Library" Libguide"Here. Copies of the leaflet are also available in the Library.
We aim to investigate and to resolve your problem as quickly as possible. In most cases we would hope to resolve your query on the spot. Please ask to speak to the senior member of staff on duty. We will speak to you in private if you request this. You may also telephone, write to us or contact us by email.
If the senior member of staff on duty cannot resolve the matter immediately, your query will by referred to the most appropriate person at the earliest possible opportunity, which will normally be by the next working day.
If the matter is not resolved to your satisfaction, you may make a formal written complaint to the University Librarian (details below). You will be sent an acknowledgement of your complaint within one working week of receipt. You will receive a full response to your complaint within four working weeks.
Clare Powne
Librarian
tel (01524) 592536
email c.powne@lancaster.ac.uk
Should you still feel that the matter has not been satisfactorily dealt with, you should contact the University Complaints Coordinator in the Student Registry to ask for a review hearing of your complaint. Requests for a hearing must be made within 10 days of receipt of the Librarian's response. Further details of the University complaints process, and a hearing request form, are available at http://www.lancs.ac.uk/depts/studreg/.