Have you ever complained or given feedback to a service and not got any reply? Isn’t it frustrating! 

We have a complaints and feedback form for Library & IT Services and we respond individually to every submission. In total we had 6 complaints in 2024-25 and 10 feedback submissions.

What we did

Here are some of the things we did last year in response to customers who used our complaints and feedback form:

  • trialled quiet keyboards in silent areas of the Library
  • asked the Strath App team to add new Library & IT functionality to the app
  • spoke to our external security partner about the proper procedure for closing the Library
  • contacted our supplier when the barcodes on some of our Library cards wouldn’t scan and got them to supply new ones
  • started sending automatic emails to subscription members to let them know their membership was about to expire
  • reported sightings of a mouse in the Library to colleagues in Estates

What we can't do (yet)

We can’t always do what customers want right away. Sometimes we have to pass feedback on to other areas in the University, consult with other staff in the Library or test our software. Here are some of the things we couldn’t do, or haven’t done yet:

  • we are testing whether it is possible to allow customers to get into a bookable room early if it’s not occupied
  • we can’t make people be silent in the silent areas, but you can report noise anonymously in the app and we will ask noisy people to move to group study areas
  • we are not planning to install microwaves or kettles in the Library because we want to prioritise study space and avoid mess and smells
  • we can’t make people tidy up after themselves in the Library, but our Cleaning Team work really hard to keep the building as clean as possible

You can see more examples of how we respond to feedback on our feedback webpage.

Your voice matters

So if you want to give us some feedback, make a complaint, or tell us what we’re doing right please submit a form. If you leave your contact details you will hear from us – that’s a promise.