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 complaints about a service we provide.
Complaints should 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 and may relate to things like:
We will follow our model complaints handling procedure when responding to your complaint.
As Scotland’s national tourism organisation, we are interested in any feedback relating to a visitor’s experience. But as we're not a regulatory body, we have no remit for taking enforcement action.
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.
If you want advice on your position as a consumer, you can contact consumer advice depending where you live.
Concerns about litter or road maintenance should be directed to the relevant local authority.
Is your concern about an experience on trunk roads, vehicle hire, or public transport? Then please contact the applicable operator.
The trunk road and motorway network connect Scotland's places, enabling the movement of people, goods and services.
The British Vehicle & Rental Leasing Association is the trade body for the vehicle hire industry.
ScotRail is the publicly-owned company that operates rail services in Scotland.
You can contact NetworkRail if you have issues with their railway infrastructure, stations, or any issues on their land.
Stagecoach operates bus services on various routes inside Scotland and the rest of the UK.
Citylink operate bus services on various routes throughout Scotland.
CalMac operates a number of ferry services in the waters between the Hebrides and the Scottish mainland's west coast.
This charity has been championing the rights of passengers since 1985, giving bus users a voice and improving services.
