Customer Complaints Policy
VisitScotland seeks to provide a professional, quality and
impartial service at all times and welcomes comments or feedback
which will help us to improve our service. We do however recognise
that things can sometimes go wrong and problems can occur. When
they do, we encourage our customers to give us the opportunity to
put things right, avoid repeating our mistakes and improve our
Our complaints handling process conforms to the Scottish Public
Services Ombudsman (SPSO)
model and you can download our full guidance document on how
to complain to VisitScotland or follow the structions given. You
can also access our customer complaints policy
Guidance on how to make a
complaint - size 548 kb
Making a complaint
If things do go wrong, you can lodge a complaint either verbally
(for example, at your local VisitScotland iCentre) or by completing this
online form - please fill out our online form in Gaelic if you
would like us to respond in Gaelic.
You can also write to the following address:
Customer Feedback Team
Ocean Point One
96 Ocean Drive
If we are unable to achieve a resolution within this timeframe, we
will acknowledge your complaint within 5 working days and your
complaint will be progressed to the investigative stage.
We will aim to give a full response to complaints at the
investigation stage within 20 working days. If the issue is complex
and we need longer than expected, we will contact you to agree a
timeframe that suits both parties
If your complaint is about a holiday experience
We do hope that you have enjoyed your visit
to Scotland, however if your experience has not met with your
expectations we would advise that you contact the management of the
accommodation or visitor attraction directly. If you are still on
holiday it is important to do this immediately to give the business
the best opportunity to address your concerns as quickly as
While we welcome visitor feedback it is
important to bear in mind the following points before contacting
- VisitScotland is not a regulatory body and
has no remit for the enforcement of statutory obligations.
- VisitScotland cannot act on your behalf to
claim a refund or compensation from an individual or business.
- Should you be looking for advice on your
position as a consumer, please refer to the Citizens
Advice Consumer Service.
To lodge a complaint with VisitScotland
regarding your holiday experience please
complete this online form or write to the address below. We aim
to respond to you in full within 10 working days.
Customer Liaison Team
The Scottish Public Services Ombudsman (SPSO)
If you are still not satisfied with our handling of your complaint,
you have a right to apply to the Scottish Public Service Ombudsman
(SPSO) for a decision on whether we have dealt with
your request appropriately.
The SPSO is the final stage for complaints about
public services in Scotland and may be able independently to take
up a complaint on your behalf. The Ombudsman will normally only be
able to act if you have followed the steps above.
The Scottish Public Services Ombudsman may be contacted at:
4 Melville Street
Tel: 0800 377 7330