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RiversideChildren & Families

Complaints Procedure

How to raise a concern or make a complaint

Our Commitment

We are committed to providing high-quality services and welcome feedback, both positive and negative. If you are unhappy with any aspect of our service, we want to know so we can put things right and improve.

Informal Resolution

We encourage you to raise concerns informally first. Many issues can be resolved quickly by speaking with the staff member involved or their line manager. Please contact us by phone or email in the first instance.

Formal Complaints

If you wish to make a formal complaint, or if informal resolution is not appropriate, you can:

  • Email us at: complaints@riverside-cf.org.uk
  • Write to us at: Complaints, Riverside Children & Families, 13 Hawley Crescent, London, NW1 8NP
  • Complete our complaints form (available on request)

What to Include

To help us investigate your complaint, please include:

  • Your name and contact details
  • What happened and when
  • Who was involved
  • What outcome you are seeking
  • Any supporting information

Our Process

Stage 1: Acknowledgement

We will acknowledge your complaint within 3 working days and let you know who will be handling it.

Stage 2: Investigation

We will investigate your complaint thoroughly and aim to respond within 20 working days. If we need more time, we will let you know.

Stage 3: Response

We will write to you with our findings and any actions we have taken or will take. We will also explain what you can do if you remain dissatisfied.

Stage 4: Review

If you are not satisfied with our response, you can request a review by a senior member of staff or trustee within 20 working days.

External Bodies

If you remain dissatisfied after exhausting our internal process, you may be able to escalate your complaint to:

  • The Charity Commission (for concerns about charity governance)
  • Relevant professional regulatory bodies
  • The Local Government Ombudsman (for certain commissioned services)

Support with Complaints

If you need support to make a complaint, please let us know. We can provide information in alternative formats and can arrange for an interpreter if needed.

Learning from Complaints

We use complaints as an opportunity to learn and improve. We regularly review complaints to identify themes and make service improvements.