How do I make a complaint to the library?

Answer

Libraries & Collections welcomes feedback and comments regarding the services we provide. By reporting problems, you provide us with the opportunity to put things right quickly, and to identify an appropriate solution.

How to complain

Step 1: Contact us

For feedback and complaints, the best way to contact us is by emailing library@kcl.ac.uk or by completing our online Library Feedback form. Alternatively, if you are in one of our libraries or archives during library staffed hours, you can speak to a member of staff at a service point.

If you decide to make a complaint, we will respond to your complaint quickly, update you on progress if we are unable to resolve the matter immediately, and deal with your complaint in confidence (where appropriate).

Please note that some complaints will need to be referred to other members of staff within Libraries & Collections and cannot be resolved immediately.

Please report any mouse sightings via the dedicated online form so that it can be passed on to pest control experts without delay.

Step 2: Escalating the complaint

If you are unhappy with the way your complaint has been handled, please email Chris Allan, Head of Library Frontline Services at chris.allan@kcl.ac.uk

Step 3: Contacting the Director of Libraries & Collections

If after contacting us you feel we still haven't resolved your complaint satisfactorily, please email Lis Hannon, Director of Libraries & Collections at elisabeth.hannon@kcl.ac.uk

Details of the King’s College London students complaints procedures are available on the King's internal pages