Complaints Procedure
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VisitScotland has a formal procedure to deal with consumer complaints for guests who submit feedback regarding any aspect of their visit to Scotland. It is always more beneficial for consumers to raise any concerns during their visit as this gives the operator an opportunity to resolve any issues at the time. Unfortunately however, some consumers do not raise their issues at the time, and only follow them up on their return home. Obviously this makes resolving their concerns more challenging for the operator. Although sometimes difficult, it is essential for operators not to take customer feedback personally but instead to use it constructively. Customer feedback can be invaluable for a company to address any areas that are not reaching expected standards. When responding to customer feedback, maintaining a polite and professional manner is fundamental in helping to restore consumer trust in both the individual establishment and Scottish tourism in general. Download VisitScotland’s Complaints Procedure below:
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