Upside & You

People are at the centre of all we do. This means the people we support and the people who work for us. Equality, Diversity, and Inclusion are values, respected and lived by everyone in Upside. This includes the agencies we work with, and any we may refer you to.

Everyone who comes into contact with Upside will have their own needs, challenges and goals. Identifying and understanding these elements is key to providing person-centred support, tailored to each individual.

When you seek support from Upside, we will:

  • Treat you with respect.

  • Empower and inspire you.

  • Provide support, regardless of your ethnicity, gender, race, colour or beliefs.

  • Be kind at all times.

  • Work with you to build trust.

  • Not judge you or your past.

We will support you in every way we can, based only on your rights as a person and without judgement. We may sometimes challenge you or your behaviour but this will always be done in a way which respects your basic human rights.

Engagement with Upside is voluntary and the work we do with you is based on your consent. Our role is to empower and inspire you to change your life for the better.

What we expect from you

The sole aim of the Upside staff working with you is to provide you with the support you need to change your life for the better, based on your needs and with your welfare in mind.

  • We ask that you treat all those you encounter with dignity and respect, regardless of their ethnicity, gender, race, colour or beliefs.

  • Bullying, violence, harassment and discrimination are unacceptable and will always be challenged.

  • Please engage and participate with the support and guidance we provide. It has been shaped by you.

  • Please provide honest feedback when asked as it helps us provide a better service.

If you wish to complain

If you have a specific complaint or are unhappy about the service you receive from Upside or any of the agencies or groups we may refer you to, please raise it with your Upside worker or manager in the first instance.

If you still feel your complaint is unresolved, or you are unhappy with the outcome, please write to Upside. Include your name, address, phone number and full details of your complaint, and send to:

Upside National Co-ordinator, Sacro, 17 Gayfield Square, Edinburgh EH1 3NX

We promise to deal with your complaint in confidence and as quickly as possible. All complaints will be recorded and used to improve the service provided by Upside but your confidentiality will be protected.

Any complaint, which cannot be resolved at this stage, may upon request be passed to a third party for consideration and, if appropriate, for mediation.

If you require a translator or any additional support, please phone us on 0800 587 7263 or e-mail hello@upside.scot