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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 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:

  1. 1

    Contact the management of the business in question

    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

    Consumer advice

    We welcome feedback from our visitors, however, 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. Advice Direct Scotland will be able to advise you on your position as a consumer.

  3. 3

    Contact the appropriate organisation

    Concerns regarding litter or road maintenance should be directed to the relevant local authority, or 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:

    ScotRail
    Network Rail
    Stagecoach
    Citylink
    Caledonian MacBrayne ferries
    Bus Users Scotland

  4. 4

    Contact us

    To offer us feedback regarding your holiday, please email us at QA@visitscotland.com with details of your experience. 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.

    Alternatively, you can write to:

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

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.

    VisitScotland complaints handling procedure

    Published: July 2017

  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

VisitScotland complaints handling procedure

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