National Art Library code of conduct

We commit to providing you with a top quality service and ask in return that you adhere to our code of conduct when using the National Art Library.

Our commitment to you

The Library commits to the following standards:

1. Material ordered at least 48 hours before your visit (excluding Saturday and Sunday) will be ready for collection at the Counter on your arrival. We strongly recommend that readers request books in advance. See Ordering Material in Advance of Your Visit for more information.
2. Material not ordered in advance of your visit will be fetched from the stacks at the next scheduled retrieval time on the day of your visit and generally, delivered to the counter for you to collect within 20 to 40 minutes after that. The exception is the material located in remote stores, when you may need to wait up to 2.5 hours after requesting it. See Requesting Material in the National Art Library for full information.
3. If material cannot be delivered for any reason, if you request notification you will be informed of the outcome of the ensuing search.
4. General Collection material which is not yet catalogued will be made available on the same day as requested.
5. Telephone enquiries to the Enquiry Desk on +44 (0)20 7942 2400 will normally be dealt with immediately, and we will spend up to five minutes on each enquiry. An answer to any telephone enquiry which cannot be answered at once will be available within 24 hours.
6. A response will be sent out to written enquiries within 20 working days. Up to 30 minutes will be spent on each reply.
7. You are encouraged to suggest material for addition to stock. If it is decided not to purchase any suggestions you will be notified with the reason for the decision within a fortnight.
8. You will be notified when material suggested for addition to stock is available for consultation.
9. National Art Library staff are trained to be courteous and professional, and to deal willingly and efficiently with readers' enquiries. A comments book is kept in the Library for comments about the service, and responses will be made weekly by the relevant member of Library staff in the format you request.
10. If you have a problem or complaint, which has not been satisfactorily dealt with by staff in the Reading Room, you can request to see a manager. If the matter needs to be taken further, please write to Keeper of Word and Image Department, V&A, London SW7 2RL.

Your commitment to us

In order to preserve the collection and ensure your own and our staff’s health and safety, all users of the Library are required to adhere to the following rules:

1. You must treat all Library staff with courtesy. Anyone who behaves in an inappropriate manner towards Library staff, including swearing, raising their voice or making any unwanted physical contact, will be required to leave.
2. Any bags larger than the template on display at the Library entrance (29.5 x 21 x 7.5 cm) are not allowed into the Library. Small purses with personal belongings are allowed in only at the discretion of security staff. Transparent carrier bags are available from the Museum's cloakrooms and may be used to carry working materials and loose items.
3. The National Art Library is a reference library and all books, manuscripts and other materials are for use within the Library only.
4. In the public Reading Rooms, only open access books marked REF may be removed and taken to your seat. All other material must be requested through the Enquiries Counter. Library ladders may not be used to gain access to the books.
5. No more than six items may be requested at a time.
6. Books and other material must be kept on the top of your desk whilst in use and must not be damaged or defaced in any way.
7. To avoid making any marks on Library material, tracing is strictly forbidden and sketching or writing materials must not be placed on or near any book or manuscript. You must not write on paper placed on any Library book, manuscript etc.
8. To avoid damaging the spine, do not place any objects on top of a book to keep it open; the Library can provide specially designed weights for this purpose. Open books should not be placed face downwards or stacked on top of each other.
9. No glue, ink supplies, correction fluid, scissors, staplers, post-it notes, or any substance or equipment which could damage a book should be used in the Library.
10. You should make no attempt to repair any defects in books, or to cut open pages of a book, as specialist skills are needed to do this without damaging the item. These should be brought to the attention of Library staff. The use of personal photocopiers, scanners or other copying equipment is not permitted.
11. You are responsible for all materials issued to you until they are returned to the Counter and you have been given the pink slip as a receipt.
12. Brief conversations are permitted in the Centre Room only. The Reading Room is a quiet study area. The use of personal stereos, tape recorders and dictaphones may not be used in a manner which may disturb other readers. Mobile phones must be turned to silent mode.
13. Food and drink, including bottles of water, may not be consumed in the Library or kept in the vicinity of Library materials. Smoking and the chewing of gum is strictly forbidden.
14. You may use your own camera to obtain photographs of library materials but only for non-commercial research. Library staff must first give permission for this. Flash bulbs and artificial lighting may be used in the area of the Library allocated for this purpose. Photographs required for publication must be obtained from V&A Images. See Copying Services  for more information.