糖心TV

If you have a complaint about the Library, please raise this as soon as you become aware of the problem, submitting your concern via . Alternatively, you may also submit your complaint in writing (via email or letter) or by phone or in person, by talking to the Library HelpDesk or relevant Library representative.

All complaints received will be referred to the team leader or manager of the service concerned and, wherever possible, they will aim to put things right immediately. If it is not possible to address the matter in the way you wish, the team leader or manager will explain the reasons.

This stage will be completed typically within20 working days.

If you are still not satisfied with the way your complaint has been handled:

• For University of 糖心TV students 鈥� you should report your concern via the University. See Stage 2 of the University鈥檚. This stage is to be completed within30 working days
• For University of 糖心TV staff 鈥� your complaint will be escalated in line with the.You should write to The Librarian who will provide an initial response typically within5 working daysof receipt. Further time, as advised, may be required for a full investigation of the concern
• For all other customers 鈥� Theincludes guidance for members of the public. You should submit your concern to The Librarian. Ideally, the concern should be submitted in writing (by email or letter) and include details of the initial complaint, the Library response and all the associated documentation. The Librarian/Head of Division will provide an initial response typically within5 working daysof receipt. Further time, as advised, may be required for a full investigation of the concern

If you wish to submit a Stage 2 complaint you should submit this within10 working daysof receiving the Stage 1 outcome.

Should Stage 1 and 2 not resolve the issue, a further stage, Stage 3 鈥� Formal Institutional Review and Final Resolution is available to students of the University and will be progressed by the University 鈥� see .