Make a complaint

Here we describe our complaints procedure and tell you how to make a complaint. We tell you about our complaints service standards and what you can expect from us.

How to make a complaint

We have a two-stage complaints procedure. We will always try to deal with your complaint quickly. If it is clear the matter will need investigation, we will tell you and keep you updated on our progress.

You can make your complaint in any of the following ways:

• in person at any Library building

• by phone by calling 0131 623 3700

• online by emailing us at governance@nls.uk or via the online complaints form

• by writing to us at National Library of Scotland, 92 Cowgate, Edinburgh, EH1 1JN

If you are not sure you want to complain, but you do want to provide feedback, you can do so via our online enquiry service.

Stage 1: Frontline response

We will always try to respond to your complaint quickly, within five working days if we can.

If you are dissatisfied with our response, you can ask us to consider your complaint at stage 2.

Stage 2: Investigation

We will look at your complaint at this stage if you are dissatisfied with our response at stage 1. We also look at some complaints immediately at this stage, if it is clear they need investigation.

We will acknowledge your complaint within three working days.

We will confirm the points of complaint to be investigated and where clear what you want to achieve.

We will investigate the complaint and give you our decision as soon as possible. This will be after no more than 20 working days unless there is clearly a good reason for needing more time.

Scottish Public Services Ombudsman (SPSO)

If, after receiving our final decision on your complaint, you remain dissatisfied with our decision or the way we have handled your complaint, you can ask the SPSO to consider it.

We will tell you how to do this when we send you our final decision.

For information on complaints made to the Library, see our annual and quarterly Complaints reports.

For full details of our complaints procedure, see our complaints procedure (Word document) (77 KB; 9 pages).