Libraries' Customer Comments, Complaints and Compliments
We aim to provide the best possible services, and we welcome your comments about how we can improve our services to you. Occasionally things may go wrong and you may wish to make a complaint. You can do this in a number of ways:
- Speak to a member of staff in person or on the telephone who will try to resolve any difficulties immediately.
- Write a comment in the Library's Comments and Suggestions folder. These are monitored regularly by the library managers and their replies will be put in the folder so that you and other members of the public can see the response.
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Telephone, write or e-mail comments to individual libraries.
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You can complete the feedback form in the Your views are good news leaflet, available at any library, or the Online Customer Comments form below.
We have a target response of 14 days for any letters received and 48 hours for a response to customer e-mails.
If you choose to use the City Council's Customer Comments form to comment on any aspect of the Library service, you can pick up a form at your local library or at the Central Library. It can be handed in at any library or posted back by 'freepost' to Birmingham City Council.
These forms are available on request in different formats such as community languages, braille or tape. Telephone/ Textphone (0121) 303 3022 or e-mail libraries@birmingham.gov.uk
If you ask for a reply, you will receive an acknowledgement within 5 days and a written response within 28 days from when we receive this form.
If you are not happy with the result of a complaint, you can ask us to review it. We will send you a 'final response' letter within 20 working days of the date we receive the complaint for review
If you wish to take the matter further, you may contact the
Local Government Ombudsman
Beverley House
17 Shipton Road
York YO30 5FZ
Tel: 01904 380200 Fax: 01904 380269
Website: www.lgo.org.uk
In compliance with the Data Protection Act 1988, all information will be kept secure, treated confidentially and kept for monitoring purposes only. It will not be passed on to any other organisations.