Do you want to make a comment or complain? Action you can take
Please speak to a member of staff. We expect our staff to be responsive to your reasonable comments. Alternatively you can write your comment in the comments book available at the library counter or email the relevant library.
What we will do and when
The staff will tell you what action will be taken to sort out the matter.
If you wish to comment about a general issue affecting all libraries or you wish to make a formal complaint you can write to:
Library, arts and information manager,
Library Headquarters, Ridgewood Centre, 244 Station Road, Yate, South Gloucestershire. BS37 4AF
Telephone: 01454 865782
Email: libraries@southglos.gov.uk
Alternatively you can fill in the complaints form in the 'Help us to get it right' leaflet, available on the library counter.
We will acknowledge your complaint within five days of receipt and send you a full reply within 28 working days. If your complaint is justified we will:
- Apologise
- Tell you what action we have taken
- Learn from our mistakes
- If there are no grounds to take the matter further we will tell you why
If within 28 days of receiving a response from us you are not satisfied, you can ask for your complaint to be investigated by a more senior officer. You will be given a response in 28 working days.
If within 28 days of receiving a response from us you are not satisfied, you can ask for your complaint to be heard by the council's complaints panel. This is a small group of elected councillors.
You can complain to the local government ombudsman - details are available from the library.