All our services operate to Bath & North East Somerset Council’s Customer Care Standards. This means that customers are given a consistent level of service across the entire Council, however they choose to contact us.

Additional standards for the Bath and North East Somerset Library Service:

  • 10% of the library lending book stock each year will be newly purchased stock and we will ensure we maintain a stock that reflects the needs of Bath and North East Somerset.
  • We aim to supply 77% of requested items within 15 days.
  • We will carry out at least one customer satisfaction survey each year and publicise the results.
  • All libraries (except mobile libraries) will provide computer access for the public with relevant software. The network will be functioning with a reasonable response time and will be in service 99% of the time that we are open.

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.

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Data protection notice

Data protection notice

The information you have provided may be shared across Bath and North East Somerset Council for the purpose of dealing with your enquiry. We will not give information about you to anyone else, or use information about you for other purposes, unless your consent has been given or the law allows this.

The use of your personal information is covered by our registration under the Data Protection Act 1998. You can, under this legislation, request a copy of the information we hold about you. If any information we hold about you is incorrect please let us know.

Bath and North East Somerset Council is committed to upholding the principles of the Data Protection Act, and will not process your information in a way incompatible with these principles.

The Council’s Information Compliance Office can be contacted on (01225) 477000 or via email at information_governance@bathnes.gov.uk

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