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Complaints Procedure

How to make a complaint

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 staff. 

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
  • by phone on 0113 2837244
  • in writing to Leeds Trinity University Library, Andrew Kean Learning Centre, Brownberrie Lane, Horsforth, LS18 5HD
  • by email to libraryenquiries@leedstrinity.ac.uk
  • via our printed feedback cards in the Library. 

How we will handle your complaint

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.
If you decide to make a complaint, we will endeavour to:

  • 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 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 one calendar month from the initial contact.