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Complaints Procedure


The Library is proud of the high levels of customer service provided by our well-trained staff who deliver information and answer queries as comprehensively as possible, referring customers to other members of Library and College staff where necessary.

The Library maintains excellent working relationships with Professional Service departments such as IT, Campus Services, Estates and Security to ensure that the library buildings are maintained as safe and efficient spaces conducive to study.

The Library works very closely with all academic departments and external suppliers to strive to ensure that taught course and research material, both printed and electronic, is obtained efficiently and made available and accessible to support the teaching and research activities of the College.

Additionally, the Library analyses and responds to feedback provided through such surveys as the National Student Survey (NSS) and the Postgraduate Taught Experience Survey (PTES). Library staff attend departmental staff-student committees as well as regular meetings with the sabbatical officers of the Student Union to obtain and respond to feedback.

Your feedback is important to us, and reports and cases made for additional investment for resources, and improvements to the study spaces in the libraries draw on your feedback and the analysis of survey responses.


We understand that, at times, you might be unhappy or dissatisfied with a service provided by, or through, Royal Holloway’s Library Services in which case we encourage you to follow the complaints procedure described below:

You can contact us 10am-9pm everyday via our livechat service or by email on 

The College offers the complaints flowchart for clarification of this informal process.

If you are not satisfied with the response or suggested action to resolve your complaint, then please email us at providing as much information as possible and how you would like the matter to be resolved.

We treat all complaints seriously and fairly and we aim to respond to your complaint within five working days.


In the case of a complaint which you deem to be of a highly serious nature, please do not hesitate to make contact with one of the following members of library staff:

Director of Library, Learning Support and Culture: Christopher Cipkin

If you are still dissatisfied with the way the library has responded to your complaint you have the right to follow the student complaints procedure offered by the College.


Updated August 2020.