How do I make a complaint to the library?

Q. How do I make a complaint to the library?

Answer

By reporting problems to a member of the Libraries & Collections staff you give us the opportunity to put things right quickly, and to identify an appropriate solution. Our staff are trained to resolve all queries as quickly as reasonably possible.

How to complain

Step 1: Contact us

If you are in one of our libraries or archives please speak to a member of staff at a service point*, or you can email library@kcl.ac.uk

*Some enquiries will need to be referred to other staff within Libraries & Collections and cannot be resolved immediately. Please report any mouse sightings via the dedicated online form so that these can be passed on to pest control experts without delay.

If you decide to make a complaint we will:

deal with your complaint quickly
acknowledge your correspondence within 24 hours
update you on progress if we are unable to resolve the matter immediately
deal with your complaint in confidence (where appropriate)

Step 2: Escalating the complaint

If you are unhappy with the way your complaint has been handled, please contact Joleen Clarke, Associate Director (Service Design & Delivery) by email at joleen.clarke@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