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Complaints procedure

The Library is proud of the high levels of customer service provided by our well-trained staff who provide information and answer queries as comprehensively as possible, referring customers to other members of Library and College staff where necessary.

The Library maintains excellent working relationships with Professional Service departments such as IT, Campus Services, Estates and Security to ensure that the library buildings are maintained as safe, efficient spaces conducive to study.

The Library works very closely with all academic departments and external suppliers to strive to ensure that taught course and research material, both printed and electronic, is obtained efficiently and made available and accessible to support the teaching and research activities of the College.

The Library service provides a range of methods by which feedback is collected, with Feedback and Book Suggestion forms available in both the Bedford and the Founder’s libraries and on our webpages:

Responses to feedback received through these means are provided within 24 hours.

Additionally, the Library analyses and responds to feedback provided through such surveys as the National Students Survey and the International Student Barometer. Library staff attend departmental staff-student committees to obtain and respond to feedback.

Your feedback is important to us, and reports and cases made for additional investment for resources, and improvements to the study spaces in the libraries draw on your feedback and the analysis of survey responses.

If you are unhappy about a service provided by, or through, Royal Holloway’s Library Services then please follow the complaints procedure described below:


Raise the matter with the person responsible for providing the service, or with staff at the Library Helpdesks if it is not obvious who has responsibility for the matter causing the dissatisfaction. Complaints are usually most swiftly resolved by the person with day-do-day responsibility for an area, and this avoids unnecessary escalation.


If you are not satisfied with the response or suggested action to resolve your complaint, then please contact the relevant Head of Section as indicated on our webpages:

If it is not clear which person has responsibility for the area of complaint, then please contact one of the Associate Directors.


If you are still unhappy with the actions being taken to resolve your complaint, please contact the Director of Library Services – John Tuck – by email at john.tuck@rhul.ac.uk or in writing to:

John Tuck
Director of Library Services
Founder’s Library
Royal Holloway University of London
TW20 0EX


If you are not satisfied with the ruling by and actions of the Director of Library Services then the correct course of action to take is to use the generic Royal Holloway Complaints Procedure. Details of this are available at:

  • eCampus - Complaints Procedure

Emergency Complaints

In the case of a complaint which you deem to be of a highly serious nature, or for complaints by a member of staff going beyond stages 1 and 2, please do not hesitate to make immediate contact with one of the following:

Head of Customer Services: Carol Sadlowski: c.sadlowski@rhul.ac.uk
Associate Director (Academic and User Services): Matthew Brooke: m.brooke@rhul.ac.uk
Director of Library Services: John Tuck: john.tuck@rhul.ac.uk

February 2012


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