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
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 possible.


While we welcome visitor feedback it is important to bear in mind the following points before contacting us:

  • 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
Castle Wynd,

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




Tel: 0800 377 7330




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