Feedback and Complaints Procedure

CUHK Library welcomes your feedback as we continually try to improve services to best suit the learning, teaching and research needs of our users.


Give us feedback or complaints in your preferred way:


We endeavour to deal with feedback or complaints at first point of contact as soon as possible. If the matter needs to be referred to other Library staff, you will normally receive a response or acknowledgement within two working days (excluding Saturdays, Sundays and Public Holidays).


Second stage:
Make a complaint to a Head of Service
If initial attempts to resolve the matter have not been successful, you may submit a complaint directly to the appropriate Head of Service unit. Contact details are available at

You will normally receive a response or acknowledgement within two working days of receiving your complaint and follow up with the issue as soon as possible. If appropriate, a face-to-face meeting may be arranged with you. If an immediate resolution is not feasible, an explanation will be given as to what action will be taken next.


Third stage:
You can write to the University Librarian
We will make every effort to resolve your complaint. However, if for any reason, you are not satisfied with the response you have received, you may write to the University Librarian. The University Librarian, or the delegate will respond to you within two working days. You will be kept informed of the progress of the complaint, the reasons for any decisions and the outcomes that will be implemented.


Please note that the Library is committed to resolving complaints as quickly as possible, however, we reserve the right not to investigate complaints that are anonymous, or considered to be frivolous or malicious.