National Library of Scotland

Service charter

Last updated
18 September 2025
Estimated reading time
2 minutes

We will work to ensure that everyone who can benefit from the Library's unique collections, services and expertise can do so, by improving access and creating a welcoming environment for all our visitors.

Our commitment to you

Inclusive

We will:

  • Champion equality and diversity in everything we do

  • Ensure all staff receive regular equalities and rights training to carry out their roles

  • Develop our services and buildings so as to be open and accessible to all.

Courteous and professional

Our staff will be:

  • Welcoming, helpful and identifiable by name

  • Well-informed about our services and facilities

  • Appropriately trained to deal with enquiries

  • Courteous, accurate and unbiased in providing information.

Prompt and efficient

We will:

  • Provide prompt assistance at all service points, both onsite and online

  • Help you to find the information you need quickly and efficiently

  • Aim to meet or exceed our service delivery targets

  • Make every effort to put right problems of our making.

Reliable and consistent

We will:

  • Keep our services open during advertised hours as far as reasonably possible

  • Give at least one month's notice of any planned major change to our services

  • Ensure equipment is in working order and provide back-up services wherever possible

  • Provide a clean, safe and tidy environment

  • Provide accurate and up-to-date information

  • Preserve and secure the national collections to ensure present and future access for all.

Responsive services

We will:

  • Welcome your comments and suggestions to help us improve our services

  • Carry out regular surveys and research to ensure we continue to meet your needs

  • Consult with you on specific topics such as major service changes

  • Provide comment forms at all of our service points

  • Welcome suggestions for collecting material which falls within our collection development policy.

Openness and confidentiality

We will:

  • Comply with Freedom of Information law

  • Process your personal information in accordance with data protection legislation.

Our targets

We will:

  • Ensure all enquiries received via 'Ask a question' will receive an automatic response

  • Aim to answer 90 per cent of telephone calls to the main enquiry line within 20 seconds

  • Aim to respond to 90 per cent of enquiries received by phone, letter, and 'Ask a question' within 10 working days

  • Answer more complex enquiries within 20 working days

  • Aim to dispatch 90 per cent of imaging orders within 10 working days of receipt of payment

  • Respond to Freedom of Information requests within 20 working days

  • Respond to requests regarding your personal data within one month

  • Aim to deliver 95 per cent of items requested for consultation in our reading rooms within our published timescales

  • Respond to complaints in writing within the timelines specified in our complaints procedure.

What to do if you have a feedback

  • You can make a suggestion or provide feedback on our services using the comments form

  • You can make a complaint in person at any of our service points, by phone, in writing, by email, or by completing our complaints form.

What we ask of you

  • Treat all Library materials with care

  • Be courteous to all other visitors and staff

  • Read and follow the Library's terms and conditions

  • Help us improve our services by giving us your feedback.