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Reviews — 8
To Whom It May Concern, And Camden Council.
I am writing to formally lodge a complaint / Review regarding the unacceptable behavior I experienced from Mr. Saqib Madn, a receptionist at the Camden Library, Culture Library.
I am deeply troubled by the lack of empathy and respect displayed by Mr. Madn, as well as by the Camden Council's overall approach to customer service. As a citizen with complex mental and physical health conditions, including extreme depression, insomnia, anxiety, PTSD, degeneration of bones, and arthritis, I rely heavily on public services to meet my needs.
On 22nd June 2024 Saturday around 1400 + - , I visited the Camden Library to print an urgent document that needed to be sent to a government office. Despite my mobility issues, which turn a 15-minute walk into a one-hour ordeal, I made the effort to reach the library. Upon arrival, I discovered that my library card was outdated. When I approached Mr. Madn for assistance, I found his attitude to be extremely rude and condescending.
Despite seeing me on crutches, he insisted that I go back home to retrieve my new card. When I explained my situation and asked if he could accommodate me in any way, he refused, citing policy and the need for a new card costing £3.45. This insistence on rigidly following rules, without any consideration for my circumstances or the urgency of my request, is deeply disappointing. I was left feeling frustrated and humiliated by his lack of compassion and unwillingness to assist a person in need.
To make matters worse, when I attempted to address the issue with a person who claimed to be the library manager, this individual also failed to show any empathy or offer a solution. Instead of assisting me, the manager reiterated the rules without listening to my concerns, further exacerbating my frustration. I am appalled by the rude and dismissive attitude I encountered from both Mr. Madn and the so-called manager.
I understand that policies are in place for a reason, but I believe there should be room for discretion, especially in cases where adherence to the rule book causes undue hardship. A small act of kindness could have made a significant difference in my situation, and it is disheartening to encounter such inflexibility and insensitivity.
I urge you to address this issue promptly and to ensure that staff members at the Camden Library, and across all Camden Council departments, receive proper training on how to handle interactions with individuals who have special needs. Respect and empathy should be the cornerstone of public service, and no one should be made to feel as I did. Additionally, I am concerned that there may be a discrepancy in how individuals are treated based on their appearance or background. I wonder if a white man in a similar situation would have received the same treatment, or if more discretion and a helpful attitude would have been shown. Mr Saqib Madn's tone was felt as punishing me rather than helping me even a polite no will be acceptable.
Thank you for your attention to this matter. I look forward to your prompt response and hope to see improvements in the service provided by Camden Council. A copy of this email is also sent to Camden Counselor who may have better luck finding a polite answer for me.
I am writing to formally lodge a complaint / Review regarding the unacceptable behavior I experienced from Mr. Saqib Madn, a receptionist at the Camden Library, Culture Library.
I am deeply troubled by the lack of empathy and respect displayed by Mr. Madn, as well as by the Camden Council's overall approach to customer service. As a citizen with complex mental and physical health conditions, including extreme depression, insomnia, anxiety, PTSD, degeneration of bones, and arthritis, I rely heavily on public services to meet my needs.
On 22nd June 2024 Saturday around 1400 + - , I visited the Camden Library to print an urgent document that needed to be sent to a government office. Despite my mobility issues, which turn a 15-minute walk into a one-hour ordeal, I made the effort to reach the library. Upon arrival, I discovered that my library card was outdated. When I approached Mr. Madn for assistance, I found his attitude to be extremely rude and condescending.
Despite seeing me on crutches, he insisted that I go back home to retrieve my new card. When I explained my situation and asked if he could accommodate me in any way, he refused, citing policy and the need for a new card costing £3.45. This insistence on rigidly following rules, without any consideration for my circumstances or the urgency of my request, is deeply disappointing. I was left feeling frustrated and humiliated by his lack of compassion and unwillingness to assist a person in need.
To make matters worse, when I attempted to address the issue with a person who claimed to be the library manager, this individual also failed to show any empathy or offer a solution. Instead of assisting me, the manager reiterated the rules without listening to my concerns, further exacerbating my frustration. I am appalled by the rude and dismissive attitude I encountered from both Mr. Madn and the so-called manager.
I understand that policies are in place for a reason, but I believe there should be room for discretion, especially in cases where adherence to the rule book causes undue hardship. A small act of kindness could have made a significant difference in my situation, and it is disheartening to encounter such inflexibility and insensitivity.
I urge you to address this issue promptly and to ensure that staff members at the Camden Library, and across all Camden Council departments, receive proper training on how to handle interactions with individuals who have special needs. Respect and empathy should be the cornerstone of public service, and no one should be made to feel as I did. Additionally, I am concerned that there may be a discrepancy in how individuals are treated based on their appearance or background. I wonder if a white man in a similar situation would have received the same treatment, or if more discretion and a helpful attitude would have been shown. Mr Saqib Madn's tone was felt as punishing me rather than helping me even a polite no will be acceptable.
Thank you for your attention to this matter. I look forward to your prompt response and hope to see improvements in the service provided by Camden Council. A copy of this email is also sent to Camden Counselor who may have better luck finding a polite answer for me.
Pancras Square Library earns a functional three-star rating, signifying its importance as a community hub while also recognizing areas where it could improve.
Located in the vibrant Pancras Square area, this library serves as a valuable resource for residents seeking access to books, multimedia materials, and educational resources. Its collection is diverse and caters to a range of interests, providing something for everyone, although it could benefit from expansion to better meet the needs and preferences of the community.
The library's ambiance is adequate, with comfortable seating areas and study spaces available for patrons to utilize. However, it may lack the warmth and inviting atmosphere found in larger or more modern facilities. With some enhancements to the interior design and amenities, Pancras Square Library could create a more welcoming environment for visitors.
The staff at Pancras Square Library are helpful and courteous, though there may be occasional gaps in availability due to staffing constraints. With additional training and resources, they could further enhance the quality of service provided to patrons, ensuring a more positive experience for all.
While the library offers basic amenities such as computer access and printing services, there may be opportunities for improvement in terms of technology upgrades and facility maintenance to ensure a more modern and efficient operation.
Located in the vibrant Pancras Square area, this library serves as a valuable resource for residents seeking access to books, multimedia materials, and educational resources. Its collection is diverse and caters to a range of interests, providing something for everyone, although it could benefit from expansion to better meet the needs and preferences of the community.
The library's ambiance is adequate, with comfortable seating areas and study spaces available for patrons to utilize. However, it may lack the warmth and inviting atmosphere found in larger or more modern facilities. With some enhancements to the interior design and amenities, Pancras Square Library could create a more welcoming environment for visitors.
The staff at Pancras Square Library are helpful and courteous, though there may be occasional gaps in availability due to staffing constraints. With additional training and resources, they could further enhance the quality of service provided to patrons, ensuring a more positive experience for all.
While the library offers basic amenities such as computer access and printing services, there may be opportunities for improvement in terms of technology upgrades and facility maintenance to ensure a more modern and efficient operation.
I went with my friends like last Wednesday and this rude security guard said he was "disappointed" about us sitting on seats we weren't allowed on when it was literally OUR FIRST TIME. And the secondary skl ppl arriving after 3pm are loud as well. I'm sticking with the wellcome collection library...
IT IS NOT inside the St. Pancras/King’s Cross, but you need to head to Pancras Square, which is a 5-10 min walk from the station.
But I was able to print out my stuff, it’s about 20p per page and you need to sign up for a membership to do so. The librarian helping me was amazing, just took a bit of time to be able to print out what I needed.
But I was able to print out my stuff, it’s about 20p per page and you need to sign up for a membership to do so. The librarian helping me was amazing, just took a bit of time to be able to print out what I needed.
An idiotic management that keeps refusing people using the lovely well lit double height space downstairs with the excuse the security guards can't properly do their job. Each time I visited there were 3 security guards (!) on their phones and doing absolutely nothing but asking people to move out from those tables. An appalling service to the local community.
library is in great location. noise isn't a big deal for me, but I can understand how it can bother others. homeless people shouldn't be sleeping there, there isn't much space as it is and security won't let u large tables and benches by the cafe area, such a waste, security won't let u seat there. beside the cafe where there are rows of empty seats, I haven't ever seen this area in use, its a poor use of that space. the number of security guards present does assure you that your belongs will still be at ur desk so u can go off to use the toilet or take a break.
This is the kind of library you would love if it was empty every time you came. It's in the perfect location and the design is great but not practical. It's often pretty noisy and there isn't always a lot of space if you want to come here and work? The open plan design is aesthetic but as loads use it as a hangout it fails in terms of being somewhere quiet to come and study.