Our Aim
We aim to provide high quality services and information for all members of the public. However, we know occasionally things can go wrong and we need to know when you are unhappy with our service. We take all complaints seriously and aim to resolve problems promptly. To ensure we provide the service you expect, we welcome comments and suggestions on how we might improve things.
You can make suggestions using our email enquiries address [email protected] (with “Suggestions” in the subject heading) or by writing to us at “Suggestions”, Crofters Commission, Great Glen House, Leachkin Road, Inverness, IV3 8NW.
What is a Complaint?
A complaint is “an expression of dissatisfaction by one or more members of the public about an organisation’s action or lack of action, or about the standard of service, provided by or on behalf of the organisation”. It could be for example if;
- we do not deliver a service on time
- we give wrong or misleading information
- you receive a poor quality service, or
- you have a complaint about a member of staff or Commissioner
Complaints about legislation or Ministerial policy should be raised through your MP or MSP who, in turn, will take the matter up on your behalf with Scottish Cabinet Directors or Ministers.
Our complaints procedure does not affect any rights under statutory formal appeals procedures in terms of the Crofters (Scotland) Act 1993, as amended. Decisions on regulatory applications can be appealed to the Scottish Land Court within 42 days of the date of our decision letter. The Land Court may confirm our decision, or instruct us to come to a different decision, or ask us to reconsider the application.
Who can complain?
If you want to tell us that you are unhappy about something but don’t want to make a formal complaint, you can contact any member of the Commission’s staff by phone, email, letter or fax. Contact details can be found on the “Contacts” page of this website or by telephoning our office on 01463 663439. We will listen, acknowledge the problem and try and resolve the matter as quickly as possible to your satisfaction.
We will let you know the outcome as soon as possible. If you are not satisfied with the outcome, you can make a formal complaint by following the steps below.
How to make a Formal Complaint
Step 1 – Initial investigation into your complaint
In the first instance, you should contact the appropriate Head of Division to try and resolve the matter. Their contact details can be found on the “Contacts” page of this website or by telephoning our office on 01463 663439. The Head of Division may be able to resolve the matter with you over the telephone or may request that you put your complaint in writing. A copy of our complaints form can be found here. To assist us, please remember to include:
- Your croft name, reference number or agricultural code number, if appropriate,
- The name of the person you initially dealt with, and
- Details about what has gone wrong, including dates, if possible.
What happens next?
- The Head of Division will acknowledge your complaint within three working days of receipt.
- The Head of Division will investigate the complaint and issue a response within 20days. If a full response cannot be provided within this timescale you will be advised how your complaint is progressing and when a full response will be issued.
Step 2 – What if I remain dissatisfied?
If you are unhappy with the response and outcome of the Head of Division’s investigation, you may contact our Chief Executive to review your complaint. The Chief Executive will either investigate your concerns or delegate to a Complaints Officer. The Chief Executive can only review complaints which have initially been considered by an appropriate Head of Division.
- Your request for a review by the Chief Executive will be acknowledged within three working days of receipt, and will indicate how your request will be handled and by whom.
- If a Complaints Officer is appointed, the Officer may have background knowledge of the work area involved but will have no previous involvement in the case. The Complaints Officer will discuss the findings with the Chief Executive before a response is issued.
- A letter containing the Chief Executive’s/Complaints Officer’s findings on the Review will be sent to you within 20 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.
Step 3 – Where can I get help if I remain unsatisfied?
If you remain unsatisfied, you have the right to seek an independent review from the Scottish Public Services Ombudsman (SPSO). The SPSO is the final stage for complaints about most organisations that provide public services in Scotland, including the Crofters Commission.