Feedback/Complaints Procedure
However, we know occasionally things can go wrong and we need to know when you are unhappy with our service. We take all negative feedback seriously and aim to resolve problems promptly. Your comments will be recorded and analysed enabling us to continually improve our services.
• Policy and Procedure
• Service Delivery
• Personnel
• Commissioners
Complaints about legislation or Ministerial policy should be raised through your MSP (who can take the matter up with the Minister for Rural Payments and Inspectorate Directorate at the Scottish Government, Pentland House, 47 Robb's Loan, Edinburgh EH14 1TY).
How to leave feedback
You should complete the form at the bottom of this page and post to our Chief Executive at ‘The Crofters Commission, Castle Wynd, Inverness IV2 3EQ'. or email to info@crofterscommission.org.uk for the attention of the Chief Executive.
To assist us remember to include:
• your croft name
• reference number or agricultural code number
• the name of person you initially dealt with
• details about what you have been happy/unhappy with, including dates
What happens next?
We will acknowledge your feedback within two working days of receipt, indicating how it will be taken further, if appropriate.
Negative feedback will be directed to the appropriate Head of Division for investigation and response within 10 working days. If a full response cannot be provided within this timescale, you will be contacted and advised how your feedback is progressing and when a full response is likely.
What if I remain unsatisfied?
If you are unhappy with the response and outcome of the Head of Division's investigations, you may contact our Chief Executive to review your complaint. The Chief Executive will either investigate the issue or delegate your concerns to a Complaint's Officer. (The Chief Executive can only review negative feedback which has initially been considered by an appropriate Head of Division).
Your request for a review by our Chief Executive will be acknowledged within two working days from receipt, this will indicate how your request will be handled and by whom.
If a Complaints Officer is appointed to review the action previously taken on your complaint, the officer may have background knowledge of the work area involved but will have no previous involvement in the case.
A letter containing the Chief Executive's findings on the review will be sent to you within ten working days. We may need longer to investigate some complaints thoroughly but we will carry out the process as quickly as possible and keep you informed of progress.
Where can I get help if I remain unsatisfied?
If you are dissatisfied with the outcome of the review by our Chief Executive, The Scottish Public Services Ombudsman investigates complaints by members of the public who find fault with our service or administration and do not obtain a satisfactory answer or remedy from us.
You may write to the Scottish Public Services Ombudsman at 4 Melville Street, Edinburgh EH3 7NS, make contact by telephone on 0870 0115378 or make contact by e:mail to enquiries@scottishombudsman.org.uk. You may also access their website at www.scottishombudsman.org.uk.
The Ombudsman's office will not usually accept a complaint made by telephone or in person. You should submit any complaint not later than 12 months after the day on which we provided the service or on which we first notified you about the matter. The Ombudsman's office will reject a late complaint unless you can satisfy them that there are special circumstances why they should consider it out of time.
Download our feedback form.
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