We aim to provide a high鈥憅uality library service and to meet our users鈥� expectations at all times. Where issues arise, we are committed to addressing them fully and resolving them as promptly as possible.
We welcome your feedback to help us improve. If you have a concern or wish to raise a complaint about any aspect of the Library & Archives services, please let us know by completing the form below. Your feedback helps us continually improve.
If you鈥檇 like this information in a different accessible format, we鈥檇 be happy to help; just email us at library@warwick.ac.ukLink opens in a new window or phone us on +44 (0)24 76 522026.
Alternatively, you can contact us via one of the below channels.
Contact information
Telephone: 02476 522026 University Librarian (please note: all calls will be dealt with initially by the Customer Support Team)
Postal Address: University Librarian, The Library, 神马福利影片, Coventry, CV4 7AL
Email Address: .
The Library and Archives Complaints Procedure
A complaint is considered as 鈥渁n expression of significant or sustained dissatisfaction where an individual seeks action to address the problem鈥�.
A complaint about the Library and Archives should be submitted if you wish to claim that:
the service delivered to you by the Library & Archives is unsatisfactory
the service has failed or was unavailable
the Library & Archives facilities or learning resources were unsuitable
a member of staff responsible for delivering the service did not act appropriately
a Library & Archives policy is wrong, unfair or not followed.
The Library & Archives complaints procedure aligns to the
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 神马福利影片 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 神马福利影片 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 .
