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Comments, compliments and complaints

Listening, responding, improving

ListeningAt Solent University, we value your feedback and use comments, suggestions, compliments and complaints to improve our services.

If you are happy with the service you have received from the library, we would love to hear from you.

Our staff work very hard to give the best possible support to students and university staff and we greatly value your feedback and encouragement. It’s just as important that you tell us if you are not happy with the service you have received. We can only put things right if you tell us what is wrong. We take all feedback seriously and will take action where appropriate.

Our customer engagement strategy outlines the different consultation methods used to find out what students think about the services offered by the library, so that we can develop and improve them.

How to pay us a compliment or make a suggestion

There are several ways to do this. You can:

We may post your comments anonymously and our response on our you said, we listened web page and on posters around the library. 

You don’t have to give your name and contact details but if you do, we will also reply to you personally.

Twitter - @SolentLibrary

Follow us on TwitterWe welcome feedback about the library via Twitter and we do take your tweets into account when reviewing or developing our services.

If you want to make a complaint, however, you might find that Twitter's 280 characters is a bit of a limitation, so we would encourage you to use one of the methods outlined below.

How to make a complaint

The first thing to do if you are unhappy about any aspect of our services is to speak any member of the library staff. They will try to resolve your concerns immediately. You can also raise a complaint via our online chat service.

If you are unhappy with the way you have been treated by a member of library staff, please ask to speak to the senior staff member on duty.

If you cannot or do not wish to make a complaint in person, you can submit a complaint by:

  • Sending us an email to library.suggestions@solent.ac.uk
  • Telephoning Chris North, Library Services Manager on 023 8201 3677
  • Sending a letter to Chris North, Library Services Manager, Mountbatten Library, East Park Terrace, Southampton, SO14 0RJ.

How and when we will respond

We will acknowledge any written or emailed complaints within two working days of receipt. You will receive a full response to your written complaint within ten working days (as appropriate).

You can see the processes we will follow in responding to your complaint on our flowchart.

How we resolve customer complaints flowchart

We aim to treat all customers fairly

However, if you are not satisfied with how we respond to your complaint and feel that you have been treated unfairly, please contact:

Ronan O'Beirne - Head of Library and Learning Services
Mountbatten Library, East Park Terrace, Southampton SO14 0RJ
Email: ronan.obeirne@solent.ac.uk
Tel: 023 8201 3342

Your complaint will be acknowledged within two working days. We will investigate it further and provide a written response within ten working days (as appropriate).

Page last updated on Wednesday 3 April 2019 at 1.35pm.

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