Universiteit Leiden

nl en

Complaints and suggestions

Anybody who uses library’s services may register a suggestion or complaint (to be referred to as ‘comments’).

How to give us your comments?

Choose one of the following options to submit your comments: 

  1. Use the written complaint form, available at the customer service desks and near the reaction boxes in the library.

  2. Use the digital complaint form. For complaints about loans, reminders and fines, please see also the Circulation policy, the link can be found on the page Borrow

What will be done with your comments?

Within a week you will receive an acknowledgement from an employee of the Information Services Department who will inform you that your comments will be investigated within three weeks. If this employee is not able to handle your comments him/herself, he/she will send the comment to the head of the responsible department. If for any reason the three week period is exceeded, you will be informed about this.

Complaints handling

In case your comment is a complaint, the library employee handling your complaint will always ask you whether the complaint was dealt with satisfactorily before it is closed. After that, if you do not react within three weeks, we will assume that the complaint can be considered as settled. The complaint will also be considered settled if you so notify us by e-mail or written mail. 

If your complaint was not handled to your satisfaction, you will be redirected to the head of the responsible department. In case you would still not be satisfied with the procedure and it’s outcome, you can contact the librarian by email or letter. The librarian will then consider whether the procedure was applied correctly and review the decision. His reaction will follow within three weeks. During the processing of the appeal by the librarian, the corresponding decision made by the head of the department is maintained. 

The text regarding this procedure is merely a guideline and cannot be regarded as having / quoted for legal implications.