Complaints Procedure

Every year, over a million people use Explore services.  Our aim is for every experience to be an excellent one, but we recognise that sometimes things will go wrong.  When that happens, we want to put them right swiftly and learn from our mistake to improve things for next time.

We promise to

  • Treat your complaint confidentially
  • Deal with it swiftly
  • Take it seriously

So, if something goes wrong please follow these steps:

Step 1 First contact the library manager at your local library where the complaint originated.  Managers want to know if you are unhappy with any aspect of our service and they will do their best to remedy the matter. We aim to resolve complaints at this level if possible and managers have the authority to take any actions needed to do this.

Step 2 If the manager at your local library is unable to resolve the matter you are invited to contact Sarah Garbacz our Chief Operating Officer sarah.garbacz@exploreyork.org.uk