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Complaints

The Crofting Commission is committed to providing high-quality customer services. We value complaints and use information from them to help us improve our services.

If you are dissatisfied with our services, please tell us by completing and returning our Complaints Form, copy below. Detailed guidance notes describe our complaints procedure and how to make a complaint are available below along with a leaflet summarising our complaints procedure. We hope to respond to all expressions of dissatisfaction within 5 working days. If we need to conduct a thorough investigation you will be notified of this and you will receive our response within 20 working days.

PLEASE NOTE: A complaint cannot be made in relation to a Decision on an application taken by the Crofting Commission unless you consider there has been a procedural fault or a failure in process when arriving at that decision. For information on how to appeal a Decision see Appeals.

Statistical summary of complaints dealt with by the Commission can be found below.

 

Complaints

Covid -19

UPDATE: CORONAVIRUS
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 info@crofting.gov.scot 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. You can of course continue to use the mobile numbers on the Contact Us page of this website to speak with us.

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 

 

 

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