Transparency & Complaints

As a registered Scottish Charity, we are keen to be open and transparent in our dealings with the public, trading partners, staff, volunteers and those involved with the organisation at any level.

Some elements of our work with individuals are confidential and we respect our responsibilities to be discreet with information shared with us. However most of what we do does not fall into that category, so please do ask if you’d like to know about anything we do, our policies and procedures and the way we deal with finance.

We are also keen to resolve complaints about any of the services we supply or the way we deal with people.

Here are your first-line points of contact:

Day to day enquiries/complaints for Kings Coffee and Books:

The Manager (currently Joanna Tolentino joanna@kings-online.co.uk) Tel. 01387 254444

Day to day enquiries/complaints for River of Life Church

The Senior Pastor (currently Mark Smith mark@riveroflife.org.uk) Tel 01387 264646

Enquiries and complaints should be dealt with as speedily as possible, but you should receive an initial response within one week (except during holiday periods, when it might take a little longer).

If you’re not happy with the way we’ve dealt with your issue, there are further steps you can take:

You can write to the Chair of our Board of Trustees c/o The River of Life Christian Centre, Lovers Walk, Dumfries, DG1 1LU, explaining why you are unhappy with the response you have already been given and asking for further action. They should respond to you within one calendar month.

Failing that, the Charity Regulator in Scotland is available to deal with complaints regarding Scottish charities and can be contacted via www.oscr.org.uk or by writing to OSCR, 2nd Floor, Quadrant House, 9 Riverside Drive, Dundee, DD1 4NY.

We are keen to resolve any issue as amicably and transparently as possible, so please do feel free to contact us should you have any difficulty or questions. Thanks.

Data storage:

We treat the information you share with us very seriously – it’s your property. Your data is safe with us – we take steps to do our utmost to comply with the GDPR regulations. Feel free to browse our Privacy Policy by clicking here.