Your feedback is crucial to our ongoing improvement. We’re passionate about the work we do and always look to provide a professional, quality and impartial service. We know that despite best efforts, sometimes things can go wrong. When they do, we’ll always do our best to rectify the problem and better our service in future. If you have a general enquiry about Scotland, please visit our contact us section.
If you do feel there’s an issue we should know about, there are a number of ways you can make a complaint.
How to give us your feedback
If your feedback is about a holiday experience
As Scotland’s national tourism organisation we're interested in any feedback relating to a visitor’s experience. However, if your holiday experience in Scotland unfortunately didn't match your expectations, you may wish to consider the following before contacting us:
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Contact the management of the business in question
If you have not already done so, we would advise that you contact the manager/owner of the business in question directly. Doing this as soon as possible will give the business the best chance to address the issue as quickly as possible.
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Consumer advice
Whilst we welcome feedback from our visitors, we can’t act as a regulatory body and have no remit for the enforcement of statutory obligations. Neither can we act on your behalf to claim a refund or compensation.
If you would like advice on your position as a consumer, you can contact Consumer Advice, depending where you reside:
- Scotland: visit the Consumer Advice website.
- Rest of UK/outside Europe: visit the Citizen's Advice Consumer Service website.
- Europe: visit the European Consumer Centres Network website.
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Contact the appropriate organisation
- Concerns regarding litter or road maintenance should be directed to the relevant local authority. You can find details of your local authority on the Scottish Government website
- If your concern is in relation to trunk roads, please contact the relevant Transport Scotland Operating Company.
- If you have a concern specifically related to vehicle hire, please contact the British Vehicle & Rental Leasing Association, which is the trade body for this industry.
If your concern is regarding an experience on public transport, please contact the applicable operator directly. Here are some useful links:
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Contact us
If your feedback is not covered by the above and you would like to offer us your comments, you can do so by filling out our feedback form or alternatively you can email us at QA@visitscotland.com
We would appreciate if you could include details of any businesses/organisations as this would allow us to respond more fully to your feedback.
Also, where appropriate, VisitScotland may share your comments and details with the business/organisation. If you would be happy for us to do so, we would be grateful if you could indicate this in your feedback.
If you’d like us to reply in Gaelic, please use Gaelic when contacting us. We aim to respond to you in full within 10 working days.
If your complaint is about VisitScotland
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Complete our form
To lodge a complaint with us regarding VisitScotland please fill out our feedback form with details of your experience. If you’d like us to reply in Gaelic, please use Gaelic when filling out the form.
We aim to resolve your complaint within five working days. If we can't resolve the problem immediately we'll look into the matter. During this investigation stage we will aim to provide a full response to your complaint within 20 working days.
If the issue is complex, and we need longer than expected, we will contact you to discuss a timeframe that suits both parties.
VisitScotland complaints handling procedure
Published July 2017
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Write to or email us
If your complaint is about VisitScotland, please email customer.feedback@visitscotland.com.
The Scottish Public Services Ombudsman (SPSO)
If you’re not satisfied by how we’ve handled your complaint about VisitScotland, it’s your right to apply to the Scottish Public Service Ombudsman (SPSO) for a decision on whether we’ve 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 initial steps we’ve outlined.
To find out more, visit the Scottish Public Service Ombudsman website.
Personal data
We want to ensure that we manage your personal data appropriately. If you want to know what data we hold about you, or you would like us to amend or delete your personal data, please contact us at dpo@visitscotland.com.