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Library & Digital Support (LDS) Customer Feedback Policy

We value feedback to inform our decisions and develop our services. We are committed to review your feedback to continuously improve service delivery, in line with Plymouth University’s policies and procedures.

Feedback definition

We define Feedback as any verbal or written expression of experience related to equipment, services or staff. We welcome all forms of feedback: compliments, suggestions, comments, concerns, complaints, in order to encourage user engagement.

Who can provide Feedback

Everyone using our services.

Our Commitment

We will

  • Deal fairly and sensitively with any feedback
  • Record and monitor feedback, to enable us to take appropriate action where possible
  • Acknowledge formal feedback
  • Respond within a stated period of time, if a response is required
  • Investigate and consider feedback as fully as possible, within a reasonable timescale
  • Take action where appropriate and inform customers of resulting actions/outcomes
  • Publish response performance and outcomes regularly

Your responsibility

We expect you to

  • Provide feedback promptly
  • Provide feedback in a respectful, non-abusive, non-threatening manner
  • Provide contact information and full details of the issue if you require a response (this can be provided on the feedback cards)
  • Allow LDS a reasonable time to deal with the matter
  • Recognise that some circumstances may be beyond the control of LDS


Sometimes you may like us to respond you personally about your feedback, in order to ensure we are able to so, we encourage you to provide full contact details on the feedback cards provided. Information will only be disclosed to those who need to see it for the purposes of dealing with your feedback. In accordance with the Data Protection Act 1998, we will not share your personal information with anybody else without your knowledge, unless we are required by law to do so.