and promotes the interests of crofting in Scotland
to secure the future of crofting.
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.
It's important to remember that the Crofting Commission's role is to regulate crofting, which means we oversee the system and ensure everyone follows the rules.
This means we cannot provide advice or assistance with completing crofting application forms. However, we've made the process as simple as possible, while acknowledging the constraints of the legal framework that we have to work within.
The easiest way to apply is through our online portal, where you'll also find full guidance for all applications and notifications. This guidance includes step-by-step instructions and explanations to help you through every stage of the process.
Our office is open Monday to Thursday from 09:00 to 16:30, and on Friday from 09:00 to 16:00.
If you would like to meet a member of staff, please contact us to arrange an appointment. As the majority of our staff now work primarily from home, you should allow at least one full week before the date you would like to meet, and let us know what you wish to discuss. This will allow for arrangements to be made and for staff to research the matter raised. When you arrive at Great Glen House reception, you will be seen at the agreed time or at least within 10 minutes.
To arrange an appointment, contact us by email at info@crofting.gov.scot or telephone 01463 663 439.
We aim to:
- Acknowledge correspondence, including emails, within 10 working days of receipt. If your enquiry cannot be answered directly, a case will be created and your enquiry will be followed up as a general enquiry case. Email enquiries or those made via the website enquiry form will additionally be sent an auto-reply confirming that that the enquiry has been received.
- Answer telephone calls or return your call within 48 hours if you leave an answerphone message. If your query cannot be answered over this phone call, we will respond to you within 10 working days.
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.
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 to download free of charge from our publications page under Annual Reports and Accounts.
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).
