Complaints Procedure

Leeds Trinity University Library aims to provide an excellent service to all our users. If you feel that we have not done this, we would like you to let us know. If you have an issue or concern that you would like to draw to our attention, you can talk to any member of the Library team.  

If when you contact us, we aren’t able to resolve your concern to your satisfaction, you can then make a complaint.  

You can make a complaint in any of the following ways: 

• in person at the Library Helpdesk (at Horsforth Campus Library or at Leeds City Campus Library) 
• by phone on 0113 2837 244 
• in writing to Leeds Trinity University Library, Andrew Kean Learning Centre, Brownberrie Lane, Horsforth, LS18 5HD 
• by email to library@leedstrinity.ac.uk 

Whenever possible we will aim to investigate and resolve the issue as soon as we can; if we cannot do this, an explanation will be given as to what action will be taken next.  Any complaints will be reviewed under Stage 1 (section 4.3 Early/Local Resolution) of the University Complaints Procedure. 

 If you decide to make a complaint to the Library, we will: 

• send you an acknowledgement email within two working days, setting out how it is intended the complaint will be dealt with 
• if we haven’t managed to provide you with a full response within five working days, we will provide you with an update on progress and continue to do this at regular intervals until the matter is closed 
• look at the pattern of complaints to identify and improve any areas where there appear to be repeated problems. 

Once you have submitted your complaint, if you wish to speak to someone in person regarding the issue, please at the first instance ask to speak to the Library User Services Manager. If the matter cannot be resolved, your query/concern will be escalated to the Director of Library & Learning Resources. 

If you are still unsatisfied with the outcome of this process, you may raise a formal complaint through stage 2 of the University’s Complaint Procedure no later than 20 working days from the conclusion of the initial discussion.