Complaints

" A complaint is an expression of dissatisfaction, however made, about the standard of a service, actions or lack of action by the council or its staff affecting an individual customer or group of customers "

Barnsley Library Service is committed to providing a quality service to all. There are occasions when, for various reasons, someone may be dissatisfied with the level or standard of service they have received. Telling us about it will help us to put things right & to ensure that similar problems dont arise for someone else.

Your complaint could be about the standard of service you have received, what the Library Service has done, what it has failed to do, or about the actions of our staff. This could be made on your own behalf or as part of a group. Our complaints procedure aims to make sure problems are dealt with quickly & thoroughly.

How to complain

You may complain in person, by filling in a complaints form (available from all service points), by writing a letter, by making a telephone call, or sending an e-mail to barnsleylibraryenquiries@barnsley.gov.uk .

Alternatively to fill out the online-complaints form for Barnsley MBC

• Barnsley MBC Complaints

We need to know brief details of the problem, what happened or failed to happen, who was involved, & when & where the problem occurred.

Please make sure you tell us your name, address & telephone number. If you are making the complaint on behalf of someone else, please include their name & address too.

What happens next

We will ensure that details of your complaint are investigated. We aim to resolve your problem within 28 days. If this is not possible, we will contact you within 28 days to let you know what is happening & how long it is likely to take to sort things out.

Review

When you receive our response to your complaint if you are not happy with it you can ask us to look again. You should write to the contact person named in our response letter. We will then review the decision.