How to complain
If you feel the Library service has let you down, please speak to any member of staff or email library@st-andrews.ac.uk.
How will my complaint be handled?
A senior member of Library staff will be assigned to your complaint and will carry out a full investigation.
How long will this take?
Under the terms of the University’s complaint handling procedure, the Library will try to make a decision on complaints within five working days. However, in exceptional circumstances, it may take longer.
How will I hear about the outcome?
Normally the senior member of staff handling the complaint will come to one of three conclusions. A complaint will be:
- upheld
- upheld in part
- not upheld.
Regardless of the decision, a full explanation of the reasons behind the decision will be set out in writing by the complaint handler.
What if I am still not happy?
If you are unhappy with the response and outcome, your complaint will be escalated to the second stage of the University’s complaint handling procedure.