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Circulation & Access Services: Complaints

This guide relates to the borrowing polices and library services offered by the Alma Jordan Library at the St. Augustine Campus of the University of the West Indies

Complaints

Library staff will consider all legitimate concerns about library charges. Reasons that DO NOT constitute a basis for appeal are:

• Lack of knowledge of library policy

• Disagreement with library fine or fee structure

• Inability to pay fees and charges

• Unwillingness to take responsibility for material loaned to a third party

• Forgetting the due date

• Non-receipt or untimely receipt of library notices

• Returning items to libraries other than the Alma Jordan Library

• Being out of the country

• Semester breaks

Extenuating circumstances will be considered.


Complaints regarding loan services should be addressed to the Help Desk  on the Ground Floor. Loan Complaint Forms are available for users to provide all pertinent complaint details. Users are notified on completion of the investigation.

If there is another matter concerning a service provided by the Library, please follow these procedures:

a) Inform a member of Library Staff

Inform the relevant Library staff member of the issue.

b) Speak to the Reference Librarian

If you feel that the matter has not been dealt with adequately, the Library staff member can summon or put you in contact with a Reference Librarian. After 4:30 p.m. during the Semester, or on Saturdays, you can speak to the Relief Librarian.

c) Contact the Head of User Services

If a matter has not been resolved to your satisfaction, you can communicate with the Head of User Services. In so doing, please supply a valid email address and state the status of your Library membership. A response to your complaint will be provided in a timely fashion.