The Library is proud of the excellent customer service delivered by our well-trained staff. Our aim is to provide all users with the best services possible within available resources.
User feedback is welcomed and treated seriously to improve our service. If you experience a problem, please report it to the staff delivering that service as soon as possible, so that they can be given the opportunity to put things right immediately. Where action cannot be taken straight away, staff will explain the reasons for this.
If you remain dissatisfied, LSE students should follow the School Service Complaints Procedure. Other Library users should put their complaints in writing to Helen Cocker, Head of Public Services. Please include full details of the issue and information about any attempts you have made to resolve it.
Once a complaint is received, it will be allocated to a Library service manager to investigate. The investigating manager will contact you within two working days and give a timescale for resolution or further updates. The investigating manager requires comprehensive information in order to conduct a thorough investigation, and may contact you to ask for further information or clarification, as necessary. The investigating manager will gather evidence from various sources, depending on the nature of the complaint. This evidence will be reviewed and recommendations made to a senior manager, before a response is sent to you. If, having received a response, you remain unsatisfied, please request a meeting with the investigating manager and senior manager.
The Library will not investigate complaints that it considers to be frivolous (unfounded, trivial and persistent) or malicious (with vindictive motivation). Nor will it investigate anonymous complaints or those where it feels another procedure would be more appropriate (e.g. grievance or harassment policy).
Any user who remains unsatisfied with the outcome of the complaints procedure should appeal to the Director of Library Services in writing within five working days of receiving the final outcome of their complaint.