skip to navigation
skip to page content

Customer Care - Standards of Service

We believe our customers should always receive the highest standards of service in an efficient, open and accountable way. This page sets out the standards of service you can expect from us.

To ensure we provide the service you expect, we welcome feedback - good and bad!  You can help us improve our service or tell us what we are doing well by completing and returning this Comments/Suggestions form.  Any comments will be passed to our Chief Executive for attention.

Visitors to our Office

Our office are open from 08:30 to 17:00 hrs - Monday to Thursday and 08:30 to 16:30 hrs on Fridays.Meeting a member of staff is by appointment only. Persons wishing an appointment should telephone or email us, preferably at least one full week prior to the desired date for appointment, and advise us of what they wish to discuss. The will allow for arrangements to be made and for staff to properly research the matter raised. If you call at an agreed time you will be seen at that time or at least within 10 minutes.

General Correspondence and Telephone Enquiries

We aim to:

  • Answer telephone enquiries promptly. If we cannot deal with your enquiry at the first point of contact, you will be passed on quickly to someone who can. Failing that, we will take your details and ensure you are contacted later that day or the next working day. 
  • Under normal operating conditions, respond to correspondence within 20 working days of receipt.

Please note that we do not accept any letters that are delivered with insufficient postage. These will be returned directly to you by Royal Mail.

Media Enquiries

We aim to deal with all media enquiries as quickly as possible and arrange a response within 2 hours. If this is not possible, you will be advised at the time.


We publish our performance in our Annual Report which is available free of charge from our offices or download a copy from our forms and leaflets page.

Regulatory Applications

We aim to:

  • Provide you with an appropriate form and on request, discuss, in general terms, the nature of your proposals.
  • Acknowledge receipt of your application.


We follow the Government's policy on payment performance and aim to pay all invoices not in dispute within 10 days (or the agreed terms if different).


Customer Care - Standards of Service

Covid -19

The Commission is now accepting new applications, but as all staff continue to work from home and the office remains closed, these will be processed more slowly than usual. Any applications that relate to statutory deadlines, or which concern a Crofting Register form to notify the Commission that an event has taken place, will be given priority over other applications.

Where applications require a site visit, it will not be possible for any site visit to be carried out until the government eases the current restrictions on movement.Where any application involves a hearing, no hearings will take place until the current restrictions on movement are eased and the government has advised that public meetings (with appropriate physical distancing) can take place.

Approved Applications:

If you are a crofter who has had an application approved by the Commission within the last 3 months
Please read this important information regarding effecting Commission regulatory decisions.

You can continue to contact us by email and although we are now in a position to deal with phone calls to our reception line, few staff have access to work phones to make return calls and therefore the service will be limited. We would therefore ask that you continue to contact us via email.

The Commission understands that this is a difficult time for all concerned, but we wish to reassure crofters and their agents that we will continue to work to restore normal levels of service. It is unlikely that this can be fully restored until the government permits offices to reopen and for various restrictions on movements and meetings to be eased.
20 May 2020.

Crofting Commission, Great Glen House, Leachkin Road, Inverness, IV3 8NW


Greener Scotland Logo

Social Impact Pledge Logo

© Crofting Commission 2020Site MapSite by Plexus.