To ensure that we deliver efficient, effective service in a courteous manner Bath and North East Somerset Library and Information Service aims to comply with the following Service Standards. We will always answer your query where possible at the first point of contact and we will advise you if this is not possible at the time.

If you visit a Library to make an enquiry during normal opening hours:

• We aim to deliver a quick and efficient service by staff, who are easily identified by a Bath & North East Somerset name badge.
• You will have access to information in a number of different forms.
• We will provide buildings which are compliant with Health and Safety requirements.
• Your own Health and Safety and belongings remain your responsibility and not that of the Council.

If you contact us by phone at Council Connect on 01225 39 40 41:

We aim to answer 80% of calls within 20 seconds. (An automated system is in place and you will be directed to the relevant staff member).  Find out more about Council Connect services and standards.

If you write to us and request a response:

We will respond to 100% of letters within 15 working days or we will advise you of the time if it is more than this.

We operate within the Council’s corporate complaints policy and procedures:

We will send an acknowledgement to all complaints within 5 working days.  We will send a full a full reply within 15 working days from the complaint being received (20 working days for a formal complaint).  If we need to make further investigations we will keep you informed.

For details and a copy of the corporate complaints leaflet, visit the complaints section.

We want to know what you think about the service we provide you:

We use various means to survey our customers. We welcome and invite regular feedback on our service standards to ensure we regularly review our service delivery and performance.  Where possible we will display customer’s comments, including our responses, which will be located at each Library.

You can send us feedback on our service and standards now, by using the online feedback form.  Alternatively you can complete a Comments & Suggestions form at any Library.

What we expect from our customers:

We expect our customers to be courteous and polite to all our staff. Where necessary we will take action to prevent any threat to staff. In some instances we may restrict or withhold services.