Compliments, Comments and Complaints

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Goldsmiths Library is committed to providing all our students and customers with excellent service. We welcome feedback from all our customers to help us improve the services that we provide.

This procedure aims to provide customers with a clear way to provide feedback and resolve any problems they may have.

How to provide feedback

Initially, for any compliment, comment or complaint,  we encourage customers to speak directly to the staff at the library help desk, on Library Chat or to the team involved so we can resolve or respond to your feedback as quickly as possible.

If this doesn’t resolve or respond to your feedback adequately, or there are no staff available to speak to at the time, then the easiest way to provide feedback is by emailing us at library (@gold.ac.uk) or writing to us at Feedback, Reader Services, The Library, Goldsmiths, University of London, New Cross, London, SE14 6NW. You can also fill out a feedback form at the library desk.

What we do with feedback

Compliments

Where our staff have provided you with excellent service we are keen to hear about it. We will pass on the positive feedback to the team or individual concerned and positive feedback may feed into our staff progression scheme.

We will acknowledge receipt of your compliment within 3 working days*.

Comments

Comments, suggestions or queries about our services will be passed to the relevant person or team for consideration. For book suggestions, you should use our online form.

We will acknowledge receipt of your comments within 3 working days and if you request a response we will send one within 2 weeks*.

Complaints

The first stage of making a complaint at Goldsmiths is Front-Line Resolution. Initially, we would encourage you to informally raise any issues with the member of staff concerned or with the service manager who will welcome the opportunity to put things right for you immediately. We expect the majority of complaints will be resolved this way.

Where we are unable to resolve a problem about our services immediately it will be passed to the member of the library management team responsible for the service for consideration or you can contact the library management team directly.

We will acknowledge receipt of your comments within 3 working days and if you request a response we will send one within 2 weeks*. If we cannot send a full reply within 2 weeks we will tell you the reason why and let you know when we will be able to reply in full.

We would expect complaints to cover:

  • the standard of service we provide
  • the behaviour of our staff
  • any action or lack of action by staff affecting an individual or group

What should I do if I'm not happy with the response from the member of the library management team’s reply?

If you remain dissatisfied you can contact the Director of Library Services, Leo Appleton, to review your complaint. Or you can progress straight to a Stage Two complaint (see below)

If you wish to contact the director he will acknowledge your complaint within 3 working days, and a response will be sent within 2 weeks*.

What should I do if I'm not happy with the director's reply?

If you remain dissatisfied you have the opportunity to progress your complaint to being a formal complaint, which is Stage Two of the complaints procedure at Goldsmiths. You can find more details on how to make a formal complaint here.

*Please note that timescales may be impacted by college closures and holidays.