Luton - Study Environment

I would like to register my disappointment with regards to a complaint about noise on the second floor. This had gone on for quite a while and I had asked the girls in question to keep it down and stop discussions before coming to report. The lady who came up told me there was nothing she could do unless she actually saw talking. However given the fact that i had explained that this situation had gone on for a while. I had expected the staff to have a word explaining that a complaint had been received. i was left feeling stupid before the girls and unsupported by this action and disappointed too.

Thank you for bringing your concerns to my attention. I want to reassure you that your complaint was taken very seriously 4.4.16. The incident report states: 
"Senior Information Assistant was asked to attend level 2 to investigate a noise complaint.Entered very quietly, floor was silent. Patrolled several times and shelved some books. pretended to leave via staff exit. Stayed by the doors (out of sight) monitoring the floor. Totally silent."
It would not be appropriate for any member of staff to "have a word" with a student on the silent floor as it is a silent area.
Unless noise infringement is witnessed by a staff member then there is no case to answer. It doesn't mean the complaint was made up or disregarded it means that there was no official recognition of an infringement.
If a member of staff witnesses noise of any kind on the silent floors there is a verbal warning and if it occurs again there is a written warning.
http://lrweb.beds.ac.uk/libraryservices/availableservices/codeofpractice/sanctions
I hope this demonstrates that your complaint was dealt with in the utmost respect and as effectively as possible on the day