Complaints procedure

We want to provide you with the best possible service - letting us know when we haven't done so helps us to improve matters.

You can make a complaint to any member of library staff in person, using Library chat (found on the Library homepage), by phone (0161 295 5535) or email - library-complaints@salford.ac.uk. We will deal with the issue immediately, and if we can't do this, an explanation will be given as to what action will be taken next.

If you make a complaint, we will:

  • Send you an acknowledgement email or letter within one working day, setting out how we intend to deal with the complaint.
  • Keep you periodically informed if the matter is taking some time to resolve.
  • Resolve the complaint within ten working days of receipt of the complaint.
  • Identify and improve any areas where there appear to be repeated problems.

If you are not satisfied with the outcome of this process, then you can raise a complaint through stage 2 of the University’s complaints process. More information is available at University of Salford Complaints Procedure (pdf).