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Library Services Complaints Procedure

By reporting problems to a member of the Library Services or Archives staff you give us the opportunity to put things right quickly, and to identify an appropriate solution.  Our staff are trained to resolve all queries as quickly as reasonably possible.

How to complain 

Step 1: Contact us

If you are in one of our libraries or archives please speak to a member of staff at a service point*, or you can email librarycomments@kcl.ac.uk

*Some enquiries will need to be referred to other staff within Library Services and cannot be resolved immediately. Please report any mouse sightings via the dedicated online form so that these can be passed on to pest control experts without delay

If you decide to make a complaint we will:

  • deal with your complaint quickly
  • acknowledge your correspondence within 24 hours
  • update you on progress if we are unable to resolve the matter immediately
  • deal with your complaint in confidence (where appropriate)
Step 2: Escalating the complaint

If you are unhappy with the way your complaint has been handled, please contact Joleen Clarke, Associate Director for Customers, Systems & Culture by email at joleen.clarke@kcl.ac.uk 

Step 3: Contacting the Director of Library Services

If after contacting us you feel we still haven't resolved your complaint satisfactorily, please email Lis Hannon, Interim Director of Library Services at elisabeth.hannon@kcl.ac.uk


Details of the King’s College London students complaints procedures are available here.
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