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Our complaints process
PrintPutting things right
At Riverside Scotland, our customers are at the heart of what we do and we are committed to delivering a high-quality service. It’s important to tell us when things go right or when they go wrong so we can continue to improve our service.
Complaints FAQs
Things go wrong from time to time and by telling us what’s gone wrong, we can help put things right for you. Here are some of the most common questions our customers have asked, that might help you.
Complaints stage one – frontline resolution
Your complaint will be allocated to a trained member of our team who will support you along the complaints process.
Our complaints officer has the specialist knowledge needed to resolve complaints quickly and effectively.
We will contact you within 48 hours to acknowledgment your complaint and discuss the next steps.
We will aim to respond and put complaints right within 5 working days.
If we are unable to resolve your complaint by this date, we will contact you again to explain why, and to advise you of a new date which will be no later than 10 working days from receipt of your complaint.
Complaints stage two – review
If you’re unhappy with the resolution provided at stage one, you can contact us to ask us to escalate your complaint for review. This is referred to as a Review-Stage Two complaint. At this point, you can let us know why you feel the issue is unresolved and what you think should have been done to resolve it. We will aim to send out a written acknowledgment of your complaint within two working days from your receipt of your complaint.
Further investigation and review will take place and we aim to do this and provide a final resolution within 10 working days. If we are unable to resolve your complaint by this date, we will contact you again to explain why, and to advise you of a new date which will be no later than 20 working days from receipt of your complaint.
You can ask someone else to act on your behalf. As long as we have your permission we can discuss and resolve your complaint with them.
If you still feel that your complaint remains unresolved with Riverside Scotland, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it.
As with all our complaints, these are triaged to the most relevant person to deal with the complaint.
We will accept complaints about staff and contractor conduct and aim to provide a suitable solution on completion of the complaint investigation.
However due to the nature of this type of investigation we would not be able to provide information regarding any disciplinary action. No person who is the subject of a complaint will take part in the investigation process. If the complaint relates to protected characteristics, an Investigating Manager who has the same or similar protected characteristics to the customer raising the complaint will be appointed to carry out the investigation wherever possible.
Making a formal complaint
We’re always sorry to hear when our customers have had a bad experience with us. If you’ve already made a complaint to us and wish to escalate your concern, then you can do so here.
Have you contacted us about your issue already?