Suggestions, compliments and complaints

We hope library users are happy using Leiden University Libraries' services. If this is not the case, please let us know. We love to receive suggestions, comments and ideas on how we can improve services, and try to learn from complaints. Choose one of the following options to submit your feedback: 

1. Use the written feedback form, available at the customer service desks and near the feedback boxes in the library.
2. Use the digital feedback form below.

What will be done with your feedback?

All feedback is initially sent to a staff member of the Libraries & Education division. If this staff member is unable to handle your feedback personally, it will be referred to the head of the responsible department. You will receive a reply within three weeks. If for any reason the three week period is exceeded, you will be informed accordingly.

Complaints handling

If your feedback concerns a complaint, the library staff member handling your complaint will always ask you whether the complaint was dealt with satisfactorily before it is closed. If you do not respond within three weeks, it will be assumed that the matter is considered resolved. The complaint will also be considered resolved if you notify us via email or in writing. 

If your complaint was not resolved to your satisfaction, you will be referred to the head of the responsible department. If you are still not satisfied with the resolution, you may contact the librarian by email or in writing. The librarian will review the procedure and decision for due diligence and will respond within three weeks. During the librarian’s review, the previous decision will remain in effect.

The text of this regulation serves as a guideline; no rights can be derived from it.