We want to hear your library feedback, including your complaints so that we can look toward positive and meaningful service progression.
We are committed to providing excellent service, and we invite feedback, to ensure the continuous improvement of our library services and facilities. We want to know when we do things well and what aspects of our service our members appreciate. But we also want to know when things go wrong or when you feel that our service can be improved. We welcome the opportunity to quickly put things right.
In cases where an acceptable solution cannot be found, or if you're not happy with the first response you receive, you can make a more structured complaint.
We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.
You can complain about any aspect of our library services such as:
If you decide to make a complaint we will endeavour to:
In the first instance, raise the matter with a member of staff. You can do this in person, by phone or by email.
It’s easier and quicker to deal with problems this way as we may be able to immediately put things right. We can also refer the complaint to a more senior member of staff.
If you want to make a more formal complaint, you can submit your concern via our online feedback form or complete the paper form available at the Library Point. Please tell us as much as you can about what has gone wrong and how you want us to resolve the matter.
We will acknowledge the complaint and pass it to the Senior Manager most directly concerned with resolving the issue. We will report back to you, where possible within five working days with a proposed resolution or to let you know a timescale for the course of action.
If you are not entirely satisfied with the outcome of a complaint or feel your complaint is of a serious or personal nature please write to the Director of Library and Learning Resources at:
Augustine House & Hall
Rhodaus Town
Canterbury
Kent
CT1 2YA
We will investigate the complaint further. The investigation could include meetings with the relevant people. We will keep you regularly informed of progress while the complaint is being investigated. We will notify you within 15 working days and in writing of the conclusions and actions we intend to take.
If you feel that your complaint has not been resolved satisfactorily at any stage, you may follow the Canterbury Christ Church University Student Complaints Procedure and the Canterbury Christ Church University Grievance Staff Procedure.
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