Our service standards
It is our aim to assist you whether you have a general enquiry, a concern or a complaint in a professional and courteous manner.
General Enquiries or Concerns
We will endeavour to provide a full detailed response to all enquiries or general concerns. If we are unable to provide this immediately we will give a clear indication of the time it will take us to provide such details.
Any general written enquiries will receive an acknowledgement within two days and a full substantive response within ten days.
Complaints
We will acknowledge all complaints within two days of receipt and request any further information which we may require to assist us with our investigations within the same timescale.
We will forward the details of the complaint to your supplier within two days of receipt of your complaint along with our request for information to be provided by your supplier to us to assist with our investigation.
We will provide all customers with a substantive reply within five days of receipt from a response received from your supplier. If this is not possible we will keep you informed of any delay within five days of us being made aware.
We will provide a substantive reply to all customers within ten days for issues of complaint which do not have to be referred to your supplier.
The overall time taken to investigate a complaint and issue findings will be dependent on the complexity of the complaint itself. It is Waterwatch Scotland’s aim to investigate complaints as timeously as possible.
Telephone Lines
We aim to answer all of our calls promptly, if however the lines are busy we request that you leave a voicemail and we will return the call when we become available.
Workloads
Whilst it is always our aim to meet all of these standards there may be times due to pressures of workload where these standards are not met. We will endeavour to progress matters as quickly as possible during periods of heavy workload.