What to do if you have a problem

Contact us about loans

Get help or give us feedback:

We want to provide a responsive and clear borrowing service.

Please contact us if you have difficulties so that we can discuss solutions.

Mitigating circumstances

You may encounter circumstances which prevent you from returning items on time.

Problems getting to the library?

Please note:

  • we are open 24/7
  • someone else can return books for you
  • postal returns are accepted
  • Health Sciences students can make use of alternative return locations across NHS sites

If in doubt, get in touch and we will work with you to find the best solution.

Feel that a fine is unfair?

We have a clear and transparent exceptions policy for Library fines.

If you wish to apply for a fine to be waived under the terms of this policy please speak to a member of staff at the Help Desk.

Please note that in some circumstances we may ask you to provide evidence to ensure a fair and consistent application of the policy.

Lost, damaged or stolen items

If you lose an item:

  • If you realise that you have lost an item that you've borrowed, please contact us
  • We will mark items as lost either if they are requested but not returned within the required period, or if they are not renewed or returned within 56 days of the due date. In both of these situations, we will automatically apply a Lost Item Charge (see below).
  • We will note on your Library account that the item is lost and, if appropriate, search the shelves
  • If the item is overdue we will note the fines accrued up to the date you report the item lost
  • If the item is not located you will be charged a Lost Item Charge (see below), plus any fines accrued (see above)
  • The Lost Item Charge is made up of the replacement cost of the item, plus a £20 administration fee.
    • If you return an item marked as Lost before you pay the Lost Item Charge, you won't have to pay the replacement cost, but you will still owe the £20 administration fee (plus any fines you have incurred). This remains payable to reflect the inconvenience to other Library users and the staff time involved in the process.
    • If you have paid for a Lost item and subsequently find it, you will not be refunded the cost of the item, but can keep the item.
  • Do not purchase the item yourself - we do not accept replacement copies

Please note: if the item is lost in the post it is your responsibility to arrange the recovery of the costs from the carrier.

If an item is returned in a damaged condition:

  • You may be charged a Lost Item Charge (as above) plus any fines accrued up to the date the item was returned
  • Do not purchase the item yourself - we do not accept replacement copies

If items are stolen while issued to you:

  • You will be charged a Lost Item Charge (as above)
  • You may wish to claim the charges from your insurance provider - please contact them directly to discuss this

Claimed Returned

If you think you have returned an item, but the item record is still showing on your Library account, please contact us immediately.

  • We will note on your Library account that the item is a 'Claimed Returned Item' and we will search the shelves.
  • We ask that you continue to look for the item at home in case it has been overlooked
  • If the item was overdue we will note the fines accrued up to the date you report the item as returned
  • If the item is not located you will be charged a Lost Item Charge (as above), plus any fines accrued up to the date you reported the item returned
    • Do not purchase the item yourself - we do not accept replacement copies
  • If you locate the item prior to the Lost Item Charge being charged, you will pay the fines from the date the item was due up to the actual date the item is discharged from your account, ie returned to the Library

If you can't find a book on the shelf

If you can't find an item you want on the shelves in the Library:

  • Check to see if all copies are on loan
  • Make sure you have the correct shelf location and are looking in the right place. For example, is it a Quarto (oversize book)?
  • Check the re-shelving rooms
  • Check near the photocopiers in case someone has left it behind after copying
  • Ask at the Help Desk
  • If we still can't find it, we'll report it as missing, look for it and let you know when we find it. If it's lost you can ask us to get it on inter-library loan