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Visit Scotland | Alba

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 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 complaint is about a holiday experience

  1. 1

    Contact the management of the provider in question

    If, unfortunately, your holiday experience in Scotland didn’t match your expectations 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.

  2. 2

    Citizens Advice Consumer Service

    We welcome feedback from our visitors however we can’t act as regulatory body and have no remit for the enforcement of statutory obligations. Neither can we act on your behalf to claim any refunds or compensation. Citizens Advice Consumer Service will be able to help you on your position as a consumer.

  3. 3

    Complete our form

    To lodge a complaint with us regarding your holiday experience please fill out our complaints 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 respond to you in full within 10 working days.

  4. 4

    Write or email us

    If your complaint is about a holiday experience, please email qa@visitscotland.com.

    Or write to:

    Customer Liaison Team
    VisitScotland
    Great Glen House
    Leachkin Road
    Inverness
    IV3 8NW

    We aim to respond to you in full within 10 working days. 

If your complaint is about VisitScotland

  1. 1

    Complete our form

    To lodge a complaint with us regarding VisitScotland please fill out this 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.

  2. 2

    Write or email us

    If your complaint is about VisitScotland, please email customer.feedback@visitscotland.com.

    Or write to:

    Customer Feedback Team
    VisitScotland
    Ocean Point One
    96 Ocean Drive
    Edinburgh
    EH6 6JH

  3. 3

    In our iCentres

    You can lodge a complaint at your local VisitScotland iCentre

Guidance on how to make a complaint about VisitScotland

Published: July 2017

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.

Contact details for the Scottish Public Service Ombudsman.

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