Library Complaints Procedure

QA808 Library Complaints Procedure

The James Hardiman Library is committed to providing an excellent service to all our customers.  We undertake to listen and engage with them regarding their satisfaction levels at all times.

If you choose to make a complaint, we will endeavour to:

1. Deal with your complaint as quickly as possible.

2. Deal with your complaint in confidence (where appropriate)

3. Confirm acknowledgement of your complaint within 1 working day and keep you informed of progress.

How to make a complaint

If for some reason you’re currently unhappy with the level of service you have received from us, please follow the complaints procedure outlined below.

Stage 1: Informal complaint at point of service

All staff are trained to be open to complaints and to respond to them fairly. Please raise your query with the person responsible for the service and they will endeavour to deal with your query immediately where possible. If your query cannot be dealt with to your satisfaction, you will alternatively receive an update either by email or by phone, depending on your preference.

You can also email details of you complaint to:

librarycomplaints@nuigalway.ie

Stage 2: Escalation of complaint

If you wish to escalate your query further, then please contact the Head of Customer Services, who will investigate your complaint and get back to you within 5 working days. Contact details for the Head of Customer Services are as follows:

Niall McSweeney,

Head of Customer Focus and Research Services

James Hardiman Library

Tel: 091493915

Niall.mcsweeney@nuigalway.ie

You may also wish to avail of the University Student Complaints Procedure by opening this link - NUI Galway - Student Complaints Procedure