As a regular user of the British Library I have come across extraordinary behaviour by its security personnel. He is a complaint's letter I recently wrote to their customer service:
I had on several occasions concerns about the behaviour of the security staff in the past but it was an incident last year that brought my concerns into focus. I made an official complaint on both incidents. In one, I had paused before the exit in humanities Level 2 when a sterntorian voice repreminded me, informing me as if I was a recalcigent child it was against the rules to be standing where I was. The disrepect in this gentleman's tone and manner was almost visible. He, large and greying, swept past me and I had no chance to respond. The next incident a month later was when I came in by the front entrance, my bag was search, and my hand was over a zipped pocket on the bag, which the security personnel flicked away with his fingers. Am I a criminal I thought. I made an official complaint on both incidents.
Before issuing a complaint I spoke with the head of security who shrugged and walked off, clearly uninterested, and I was left in the hands of his assistant who helped me issue the complaint. It seemed nothing was done on that occasion as I later witnessed the same large and greying gentleman berating a student. I watched to see how far he intended to go. I have since described him as a bully-boy type-but in the British Library? Surely not!
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