Library service standards
We want to give the best service possible and your feedback will help us to achieve this. If you want to suggest improvements or comment on our service, please speak to a member of staff or complete our comments form, available at every library and our website.
Making complaints
If you want to complain about any aspect of the service, please speak to your local library or call or email our complaints line. Contact details are listed in our complaints procedure.
How we respond to comments or complaints
- Telephone – we aim to answer calls within 10 rings, or provide a messaging service. We deal with messages as quickly as possible, at least twice a day when the library is open.
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Letters and emails – we will respond in writing or by telephone within five working days of receipt. If we are unable to respond fully within this time, we will let you know when you can expect a full response. We check for email messages regularly, at least twice a day when the library is open.
Our service standards
You can download a full copy of our Customer Service Standards below.
 Acrobat (PDF) |
- Library customer service standards (73k)
- Customer service standards for East Sussex public libraries, including how we will act to help you in person and by telephone, letter or email.
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