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 service.

 

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 in Gaelic.

 

 

PDF document 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 Information Centre) 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
VisitScotland
Ocean Point One

96 Ocean Drive
Edinburgh
EH6 6JH
Email: customer.feedback@visitscotland.com 


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


If your complaint is about a holiday experience, you can lodge a complaint either by completing this on-line form or writing to the following address. We will aim to respond in full in 10 working days:


Customer Liaison Team
VisitScotland
Castle Wynd,
Inverness
IV2 3BJ
Email: qa@visitscotland.com 


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:

 

In person By  post

4 Melville Street

Edinburgh

EH3 7NS

 

Tel: 0800 377 7330

 

Email: ask@spso.org.uk
Website: www.spso.org.uk 

SPSO

Freepost EH641

Edinburgh

EH3 0BR

 

 


 

 

 

 

Delivering for tourism Image of front cover of document VisitScotland activity highlights VisitScotland activity in 2013
Working for Us VisitScotland employee Job vacancies at VisitScotland Vacancies
Holidays in Scotland People Link to VisitScotland's Holiday site Holiday Information