Making a complaint
We are committed to providing excellent service, and we invite feedback, to ensure the continuous improvement of our 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.
What is a 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.
What can I complain about?
You can complain about any aspect of our service such as:
- Delays in responding to your enquiries
- Failure to provide a service
- Our standard of service
- Our policies
- Treatment by or attitude of a member of staff
- Our failure to follow proper procedure
- Our facilities
What will happen if I complain?
If you decide to make a complaint we will endeavour to:
- deal with your complaint as quickly as possible
- where appropriate, deal with your complaint in confidence, if this is appropriate
- keep you regularly updated if the matter is taking some time to resolve
- protect the privacy and security of your personal information. (Read our privacy notice)
- monitor all complaints to identify patterns/trends or repeat issues so we can improve
How do I complain?
Complaints to Library and Learning Resources can be made by:
Stage 1: Verbal complaint
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.
Stage 2: Written complaint
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.
Stage 3: Taking your complaint further
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
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.