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Comments and Complaints: Home

Information how to get in touch with your comments and complaints about library services.

We aim to provide a high quality experience for all users of our services and welcome positive feedback, however there may be the rare occasion where you feel unhappy with the service you have received, or your expectations have not been met. We value your feedback, so whether you are unhappy with the service, have a suggestion on how it can be improved, or think we are getting it right, let us know. 
Please share your comment, complaint, or suggested improvement, including relevant details, as soon as you can, so that we can:

  • Take action to reach an early resolution
  • Where possible, improve our services

You can do this face to face at our Library Helpdesks, by phone (01206 873192), by email libline@essex.ac.uk or via our suggestions box.

Wherever possible, our staff will aim to resolve an issue immediately. If you feel the matter has not been addressed to your satisfaction, or we have been unable to reach a resolution, it will be escalated to a senior manager and you can expect a response within 10 working days. If we think it may take longer, or further action needs to be taken, we will let you know and explain the reasons why.

Whilst we make every effort to reach an early resolution, if you remain unsatisfied with the outcome of the matter, students should report concerns via the University Student concerns and complaints procedure
For all other library users, you should write to the University Librarian at the address below, where you can expect to receive a further response within 10 working days.

Library
University of Essex
Wivenhoe Park
Colchester
Essex
CO4 3SQ

 

For more serious issues such as sexual violence, harassment or hate crime, the University takes a zero tolerance approach and all staff, students and visitors can report something via our Report & Support website