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Learning Resources and Service Excellence (LRSE) is committed to creating the best customer focused service possible. LRSE cannot do this without feedback from customers. LRSE invites feedback to make sure the services we offer meet the needs of the University community. We are constantly on the lookout for the widest range of platforms for the student voice.

All feedback is reviewed by a senior manager and anonymised responses are included on our feedback blog. Feedback trends and suggestions are used to make improvements to our services.

We also offer a check to make sure our answer deals with your comment in the best way

Tell Us

The 'Tell Us' feedback scheme seeks to encourage you to Tell Us about all aspects of the services we provide. It allows you to give feedback to us in a variety of different ways.

To Tell Us your compliments, comments or concerns:

You can
  • Complete the 'Tell Us' feedback form online
  • Drop us an email: tellus@beds.ac.uk
  • Fill in a 'Tell Us' feedback form available at many Tell Us boxes situated at various locations around our campuses
  • Complete our short Topic of the Month surveys - Learning Resources will feature in April’s survey and Service Excellence will feature in November’s survey

We look forward to hearing from you, and working with you to create a student experience to be proud of.

Service Emails

LRSE also offers other routes for feedback, including service emails:

Library ideas & suggestions: libraryideas@beds.ac.uk

IT issues: library.technical@beds.ac.uk

Service queries: library.services@beds.ac.uk

Complaints procedure

We want to provide you with the best possible service, if we haven’t done this please let us know so we can try and put it right and stop it happening again.

You can make a complaint to any member of staff in person, chat, phone, via Tell Us or email Head of Reader Services.

Whenever possible we will deal with the issue immediately; if we cannot do this, an explanation will be given as to what action will be taken next.

If you decide to make a complaint, we will endeavour to:

  • send you an acknowledgement email or letter within one working day, setting out how it is intended the complaint will be dealt with
  • keep you periodically informed if the matter is taking some time to resolve
  • resolve the complaint within ten working days of receipt of the complaint 
  • look at the pattern of complaints to identify and improve any areas where there appear to be repeated problems

If you are not satisfied with the outcome of this process, then you can raise a complaint through stage 2 of the University’s complaints process. 

Follow up

In the unlikely event that you have made a complaint recently we hope that your complaints have been dealt with promptly, patiently and courteously.

Following the resolution of your complaint, we would appreciate you giving us your feedback via email to: sarah.arkle@beds.ac.uk

Your feedback is very important to us and will help us to improve and maintain our standards. We want to be the best for you.​

Changes You Have Made

Learning Resources and Service Excellence (LRSE)  welcomes feedback and suggestions on any of its services.

To demonstrate the value placed on that feedback we celebrate the changes we have made as a result of that feedback

YOU SAID: You wanted to use the library anytime
WE opened Luton and Bedford 24/7

YOU SAID: You wanted more availale PCS
WE introduced a bookaPC service at all or campuses

YOU SAID; You wanted longer opening hours at Aylesbury
WE: extended (unstaffed) opening in the evenings and on Saturdays

YOU SAID; you wanted help with mobile devices
WE: introduced Pop Up IT Support

University of Bedfordshire

Library Services» Your Library» Feedback