Customer Charter
Our promises to all library customers
Staff who are polite, knowledgeable and helpful. If we cannot help we will try to direct you to someone who can.
Suitably qualified staff to attend to any matter of concern to you.
Supply of any item in stock within 30 working days - or no reservation fee.
Consideration of all stock suggestions within a maximum of 7 working days
No longer than a 3 minute wait for service. Callers who need help with detailed research may have to wait a little longer or need to make an appointment.
We also promise
To give you at least three weeks notice of any non-emergency changes or disruptions to library services.
To continually develop services that are appropriate to a range of special needs.
To make annual customer survey results available on request.
We will also make a personal reply to all questions and queries about the services you receive.
If you are not happy with the answers you receive, we promise to provide you with the means to take the complaint further.
We aim to deal with enquiries within 48 hours - we guarantee a reply within 5 working days.
Find more about our performance here