The Library strives to provide an excellent standard of customer service. Library user feedback is welcomed and used to improve the Library services.
If Library users experience a problem inside the Library, they are advised to report it to a staff member as soon as possible, so that the issue can be addressed immediately. Where action cannot be taken immediately, the member of staff will explain the reasons for this.
If Library users would like to offer feedback, they are advised to contact Library.Enquiries@lse.ac.uk. The Library will respond to all feedback within two working days, informing the relevant Dean and Academic Liaison Librarian when a complaint has been made and ensuring that any subsequent outcomes are communicated to them as well.
Where necessary, the Library will advise users that their feedback will be reviewed by the manager of the relevant service area. The manager will investigate and make recommendations, and a response will be sent within ten working days.
If users are dissatisfied with the Library’s response, a senior manager will review their feedback and provide a further response within ten working days.
If Library users remain dissatisfied, LSE staff and students are advised to follow the School Service Complaints Procedure.
Other Library users who remain dissatisfied, including members of the public, should put their complaints in writing to the Director of Library Services. Users should include full details of the issue and information about any attempts they have made to resolve it.
The Library reserves the right not to investigate complaints that it considers to be frivolous (unfounded, trivial and persistent) or malicious (with vindictive motivation).
Library staff can expect to be treated with respect by users. The Library rules provide a code of conduct expected by all Library users.
Incidents where staff feel users have behaved in an abusive or threatening manner will be reported and investigated.
The School's disciplinary procedure will be used for incidents involving students where the matter cannot be resolved informally at a local level.
LSE is committed to a working and learning environment where people can achieve their full potential. The School's harassment policy provides a mechanism to resolve complaints where it is felt that harassment has occurred.