As an organisation, we're committed to providing high-quality service throughout our business. But we understand that we cannot get it right all the time.
We're interested in any feedback relating to a visitor’s experience as well as formal complaints about a service we provide.
As all our emails are handled personally by one of our valued members of staff, we ask that you treat our staff with respect and courtesy. We will not respond to any emails that are rude, offensive, or derogatory.
In this article:
Our feedback procedure
Your feedback is important to us. We use your feedback to improve our service and to help us make improvements. It helps us identify areas where we are doing well and where we could do better.
As Scotland’s national tourism organisation, we are interested in any feedback relating to a visitor’s experience, good and bad. But as we're not a regulatory body, we have no remit for taking enforcement action.
Make your feedback heard
Contact the management directly
We advise that you contact the manager / owner of the business in question in the first instance. Doing this as soon as possible will give the business the best chance to address the issue quickly.
Fill in a different form for website feedback
Are you're looking to give feedback on our websites? We got a separate form for that.
Get consumer advice
If you want advice on your position as a consumer, you can contact consumer advice depending where you live.
Find consumer advice in Scotland on consumeradvice.scot.
Rind consumer advice in the rest of the UK or outside Europe on visit citizensadvice.org.uk.
Visit the European consumer centres network on ec.europa.eu.
Know where to give travel-related feedback
Concerns about litter or road maintenance should be directed to the relevant local authority.
Find the appropriate local authority on gov.uk.
Is your concern about an experience on trunk roads, vehicle hire, or public transport? Then please contact the applicable operator by giving feedback on:
Give feedback
You can send us your feedback by filling in our complaints and feedback form.
Fill in our complaints and feedback formOur complaint procedure
Complaints should politely voice dissatisfaction about our action or lack of action or the standard of service provided by us or on our behalf. A complaint may involve more than one department. We will follow our model complaints handling procedure when responding to your complaint.
What can I complain about?
A formal complaint relates to any aspect of the service we deliver, including:
- failure or refusal to provide a service
- inadequate quality or standard of service, or an unreasonable delay in providing a service
- dissatisfaction with one of our policies or its impact on you or your business
- failure to properly apply law, procedure or guidance when delivering our services
- failure to follow the appropriate administrative process
- conduct, treatment by or attitude of a member of staff
- disagreement with a decision (except where there is a statutory procedure for challenging that decision, or an established appeals process)
What can't I complain about?
There are some things we can't deal with through our corporate complaints handling procedure, including:
- a complaint about a tourism business in Scotland
- a request for service
- a request for information
- an appeal against a business decision where there is a procedure for challenging the decision
- an appeal against a decision on a former complaint
- abuse or unsubstantiated allegations about our organisation or staff where such actions would be covered by existing policies
- a concern about the actions or service of a different organisation, unless they are delivering services on our behalf
Make a formal complaint
You can file a complaint by filling in our complaints and feedback form.
Fill in our complaints and feedback form