Complaints and Feedback - Our Policies

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class="external-links-list"> <li> <a href="https://www.visitscotland.com/">VisitScotland</a> </li> <li> <a href="http://www.conventionscotland.com/">Business Events</a> </li> <li> <a href="https://traveltrade.visitscotland.org/">Travel Trade</a> </li> <li> <a href="https://toolkit.visitscotland.org">Media toolkit</a> </li> <li> <a href="/" class="active">Corporate</a> </li> </ul> </div> </nav> <div class="site-header"> <div class="site-header__container"> <a class="site-logo site-logo--header" href="/" title="VisitScotland | Alba logo"> <svg class="site-logo__large" width="553" height="100" viewBox="0 0 553 100" focusable="false"> <use xlink:href="#svg-vs-logo"/> </svg> </a> <button class="button-menu d-xl-none" data-btn-menu="#mobile-nav" data-main-nav-toggle="main-nav--show" data-btn-menu-toggle-class="button-menu--active" data-test="mobile-nav-menu-button" aria-label="main menu" aria-expanded="false"> <span class="d-none d-sm-inline-block pr-1">Menu</span> <span class="hamburger 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experience</a> <div class="third-nav"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/supporting-your-business/visitor-experience/camping-caravan-parks" class="third-nav__link">Camping and caravan parks best practice guide</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/visitor-experience/food-tourism-industry" class="third-nav__link">Food tourism industry guide</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/visitor-experience/hotels" class="third-nav__link">Hotels best practice guide</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/visitor-experience/self-catering" class="third-nav__link">Self-catering best practice guide</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/visitor-experience/small-serviced" class="third-nav__link">Small serviced accommodation best practice guide</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/visitor-experience/visitor-attractions" class="third-nav__link">Visitor attractions best practice guide</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/visitor-experience/brown-tourist-signs" class="third-nav__link">Brown tourist signs</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/visitor-experience/scottish-thistle-awards" class="third-nav__link">Scottish Thistle Awards</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a href="/supporting-your-business/responsible-tourism" class="second-nav__link">Responsible tourism</a> <div class="third-nav"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/supporting-your-business/responsible-tourism/inclusion" class="third-nav__link">Accessible and inclusive tourism</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/responsible-tourism/climate-change" class="third-nav__link">Climate change in Scotland</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/responsible-tourism/green-certification-schemes" class="third-nav__link">Green certification schemes</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/responsible-tourism/climate-impact-guide" class="third-nav__link">Reduce your climate impact guide</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/responsible-tourism/responsible-visitor-guide" class="third-nav__link">Responsible visitor industry guide</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/responsible-tourism/climate-change/sustainable-factsheets" class="third-nav__link">Sustainable factsheets</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a href="/supporting-your-business/advice" class="second-nav__link">Advice</a> <div class="third-nav"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/supporting-your-business/advice/copyright-policies-licensing" class="third-nav__link">Copyright, licensing & government policy advice</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/advice/electronic-travel-authorisation" class="third-nav__link">Electronic travel authorisation</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/advice/short-term-lets-legislation" class="third-nav__link">Short-term lets legislation</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/advice/travel-distribution" class="third-nav__link">Travel distribution</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/advice/visitor-levy" class="third-nav__link">Visitor levy</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/advice/industry-relationship-manager" class="third-nav__link">Your Industry Relationship Manager</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a href="/supporting-your-business/digital-skills" class="second-nav__link">Digital skills</a> <div class="third-nav"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/supporting-your-business/digital-skills/artificial-intelligence" class="third-nav__link">Using AI in your digital activities</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/digital-skills/digital-essentials" class="third-nav__link">Essentials of digital marketing</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/digital-skills/getting-started" class="third-nav__link">Get started with digital</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/digital-skills/improving-performance" class="third-nav__link">Improve your online performance</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/digital-skills/know-your-customers" class="third-nav__link">Know your customers</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a href="/supporting-your-business/marketing" class="second-nav__link">Marketing</a> <div class="third-nav"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/supporting-your-business/marketing/opportunities" class="third-nav__link">Marketing opportunities</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/marketing/opportunities/business-events-exhibitions" class="third-nav__link">Business events</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/marketing/toolkits/cycling" class="third-nav__link">Cycling tourism industry guide</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/marketing/opportunities/national-tourism-website" class="third-nav__link">Free business listing</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/marketing/photography-imagery" class="third-nav__link">Free images and video</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/marketing/opportunities/calendar" class="third-nav__link">Our marketing calendar</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/marketing-toolkits" class="third-nav__link">Toolkits</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/marketing/opportunities/press" class="third-nav__link">Working with the press</a> </li> </ul> </div> </li> </ul> </div> </li> <li class="main-nav__item main-nav__item--with-children" data-main-nav-hover='main-nav__item--hover' id="test-main-nav-2" role="menuitem"> <button class="main-nav__link btn" data-main-navigation-toggle> Research and insights <i class="icon icon-nav-arrow-down"></i> </button> <div class="second-nav"> <div class="second-nav__item second-nav__primary"> <a class="second-nav__link" href="/research-insights" data-main-navigation-toggle> Research and insights </a> </div> <ul class="second-nav__list"> <li class="second-nav__item"> <a href="/research-insights/about-our-visitors" class="second-nav__link">About our visitors</a> <div class="third-nav"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/research-insights/about-our-visitors/accommodation-types" class="third-nav__link">Accommodation types visitors use in Scotland</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-visitors/how-visitors-travel-to-scotland" class="third-nav__link">How visitors travel to and around Scotland</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-visitors/international" class="third-nav__link">International visitors</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-visitors/planning-booking-behaviours" class="third-nav__link">Planning and booking behaviours</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-visitors/types" class="third-nav__link">Types of visitors</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-visitors/uk" class="third-nav__link">UK visitors</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-visitors/interests-activities" class="third-nav__link">Visitor interests and activities</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-visitors/visitor-survey" class="third-nav__link">Visitor survey</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-visitors/why-people-choose-scotland" class="third-nav__link">Why people choose Scotland</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a href="/research-insights/about-our-industry" class="second-nav__link">About our industry</a> <div class="third-nav"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/research-insights/about-our-industry/accommodation" class="third-nav__link">Accommodation in Scotland - occupancy statistics</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-industry/cruise-tourism-insights" class="third-nav__link">Cruise tourism in Scotland</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-industry/events-wellbeing-report" class="third-nav__link">Impact of events on wellbeing</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-industry/covid-19-impact" class="third-nav__link">Impact of coronavirus (COVID-19)</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-industry/scottish-tourism-observatory" class="third-nav__link">Scottish tourism observatory</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-industry/tourism-employment" class="third-nav__link">Tourism employment</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-industry/visitor-attractions" class="third-nav__link">Visitor attractions</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a href="/research-insights/regions" class="second-nav__link">Regions</a> <div class="third-nav"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/research-insights/regions/aberdeen-aberdeenshire" class="third-nav__link">Aberdeen, Aberdeenshire and Moray Speyside</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/argyll-isles" class="third-nav__link">Argyll and the Isles</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/ayrshire-arran" class="third-nav__link">Ayrshire and Arran</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/dumfries-galloway" class="third-nav__link">Dumfries and Galloway</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/dundee-angus" class="third-nav__link">Dundee and Angus</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/edinburgh-lothians" class="third-nav__link">Edinburgh and the Lothians</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/fife" class="third-nav__link">Fife</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/glasgow-clyde-valley" class="third-nav__link">Glasgow and and the Clyde Valley</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/highlands" class="third-nav__link">Highlands</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/orkney" class="third-nav__link">Orkney</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/outer-hebrides" class="third-nav__link">Outer Hebrides</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/perthshire" class="third-nav__link">Perthshire</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/shetland" class="third-nav__link">Shetland</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/scottish-borders" class="third-nav__link">Scottish Borders</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/stirling-forth-valley" class="third-nav__link">Stirling and Forth Valley</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/national-parks" class="third-nav__link">Scotland's National Parks</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a href="/research-insights/responsible-tourism" class="second-nav__link">Responsible tourism insights</a> <div class="third-nav"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/research-insights/responsible-tourism/accessible" class="third-nav__link">Accessible and inclusive tourism insights</a> </li> <li class="third-nav__item"> <a href="/research-insights/responsible-tourism/industry-research" class="third-nav__link">Tourism and events industry research</a> </li> <li class="third-nav__item"> <a href="/research-insights/responsible-tourism/visitor-community-research" class="third-nav__link">Visitor and community research</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a href="/research-insights/trends" class="second-nav__link">Trends</a> <div class="third-nav"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/research-insights/trends/consumer-trends" class="third-nav__link">Consumer trends for Scotland</a> </li> <li class="third-nav__item"> <a href="/research-insights/trends/trends-for-tomorrow" class="third-nav__link">Travel trends for Scotland</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a href="/research-insights/about-our-industry/statistics" class="second-nav__link">Latest statistics</a> </li> </ul> </div> </li> <li class="main-nav__item main-nav__item--with-children" data-main-nav-hover='main-nav__item--hover' id="test-main-nav-3" role="menuitem"> <button class="main-nav__link btn" data-main-navigation-toggle> Events <i class="icon icon-nav-arrow-down"></i> </button> <div class="second-nav"> <div class="second-nav__item second-nav__primary"> <a class="second-nav__link" href="/events" data-main-navigation-toggle> Events </a> </div> <ul class="second-nav__list"> <li class="second-nav__item"> <a href="/events/advice-materials" class="second-nav__link">Events planning advice and materials</a> <div class="third-nav"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/events/advice-materials/data-protection" class="third-nav__link">Data protection</a> </li> <li class="third-nav__item"> <a href="/events/advice-materials/pr-communications-strategy-plan" class="third-nav__link">Developing a communications plan</a> </li> <li class="third-nav__item"> <a href="/events/advice-materials/events-marketing" class="third-nav__link">Developing an events marketing plan</a> </li> <li class="third-nav__item"> <a href="/events/advice-materials/eiag-updates-advice" class="third-nav__link">Event Industry Advisory Group</a> </li> <li class="third-nav__item"> <a href="/events/advice-materials/events-listing-service" class="third-nav__link">Events listing service</a> </li> <li class="third-nav__item"> <a href="/events/advice-materials/event-volunteering" class="third-nav__link">Event volunteering</a> </li> <li class="third-nav__item"> <a href="/events/advice-materials/food-drink-events" class="third-nav__link">Food and drink</a> </li> <li class="third-nav__item"> <a href="/events/advice-materials/health-safety" class="third-nav__link">Health and safety</a> </li> <li class="third-nav__item"> <a href="/events/advice-materials/policing" class="third-nav__link">Policing and security</a> </li> <li class="third-nav__item"> <a href="/events/advice-materials/sustainability" class="third-nav__link">Sustainable and accessible events</a> </li> <li class="third-nav__item"> <a href="/events/advice-materials/training-development" class="third-nav__link">Training and development</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a href="/events/funding" class="second-nav__link">Funding for events</a> <div class="third-nav"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/events/funding/national-events" class="third-nav__link">National events funding</a> </li> <li class="third-nav__item"> <a href="/events/funding/international-events" class="third-nav__link">International events funding</a> </li> <li class="third-nav__item"> <a href="/events/funding/supported-events" class="third-nav__link">Supported events</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a href="/events/industry-events" class="second-nav__link">Industry events</a> <div class="third-nav"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/events/industry-events/national-events-conference" class="third-nav__link">The National Events Conference</a> </li> <li class="third-nav__item"> <a href="/events/industry-events/travel-trade" class="third-nav__link">Travel Trade events and exhibitions</a> </li> <li class="third-nav__item"> <a href="/events/industry-events/events-training" class="third-nav__link">Upcoming events and training</a> </li> </ul> </div> </li> <li class="second-nav__item second-nav__item--promo"> <a href="/events"> <div class="promo-content"> <div class="promo-content__logo"> <svg class="es-bar__logo" width="570.6" height="84.6" viewBox="0 0 570.6 84.6"> <use xlink:href="#svg-es-logo"/> </svg> </div> <div class="promo-content__cta"> <p class="cta__text">Scotland, The Perfect Stage</p> <i class="icon icon-arrow-right"></i> </div> </div> </a> </li> </ul> </div> </li> <li class="main-nav__item" data-main-nav-hover="main-nav__item--hover" id="test-main-nav-4" role="menuitem"> <a class="main-nav__link" href="/news"> News </a> </li> <li class="main-nav__item main-nav__item--with-children" data-main-nav-hover='main-nav__item--hover' id="test-main-nav-5" role="menuitem"> <button class="main-nav__link btn" data-main-navigation-toggle> About us <i class="icon icon-nav-arrow-down"></i> </button> <div class="second-nav"> <div class="second-nav__item second-nav__primary"> <a class="second-nav__link" href="/about-us" data-main-navigation-toggle> About us </a> </div> <ul class="second-nav__list"> <li class="second-nav__item"> <a href="/about-us/what-we-do" class="second-nav__link">What we do</a> <div class="third-nav"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/about-us/what-we-do/consultations" class="third-nav__link">Consultations</a> </li> <li class="third-nav__item"> <a href="/about-us/what-we-do/events" class="third-nav__link">Events</a> </li> <li class="third-nav__item"> <a href="/about-us/what-we-do/marketing" class="third-nav__link">Marketing</a> </li> <li class="third-nav__item"> <a href="/about-us/what-we-do/our-plans" class="third-nav__link">Our plans</a> </li> <li class="third-nav__item"> <a href="/about-us/what-we-do/quality-assurance" class="third-nav__link">Quality Assurance</a> </li> <li class="third-nav__item"> <a href="/about-us/what-we-do/themed-years" class="third-nav__link">Scotland's Themed Years</a> </li> <li class="third-nav__item"> <a href="/about-us/what-we-do/working-in-partnership/industry-leadership-group" class="third-nav__link">Tourism and Hospitality Industry Leadership Group</a> </li> <li class="third-nav__item"> <a href="/about-us/what-we-do/scottish-tourism-timeline" class="third-nav__link">Tourism timeline</a> </li> <li class="third-nav__item"> <a href="/about-us/what-we-do/visitor-information" class="third-nav__link">Visitor information</a> </li> <li class="third-nav__item"> <a href="/about-us/what-we-do/working-in-partnership/visitor-levy-expert-group" class="third-nav__link">Visitor Levy Expert Group</a> </li> <li class="third-nav__item"> <a href="/about-us/what-we-do/working-in-partnership" class="third-nav__link">Working in partnership</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a href="/about-us/our-team" class="second-nav__link">Our team</a> <div class="third-nav"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/about-us/our-team/chairman" class="third-nav__link">Chair</a> </li> <li class="third-nav__item"> <a href="/about-us/our-team/chief-executive" class="third-nav__link">Chief Executive</a> </li> <li class="third-nav__item"> <a href="/about-us/our-team/directorates" class="third-nav__link">Directorates</a> </li> <li class="third-nav__item"> <a href="/about-us/our-team/board" class="third-nav__link">The Board</a> </li> <li class="third-nav__item"> <a href="/about-us/our-team/board/board-minutes" class="third-nav__link">The Board minutes</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a href="/about-us/our-policies" class="second-nav__link">Our policies</a> <div class="third-nav"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/about-us/our-policies/equality" class="third-nav__link">Equality strategy</a> </li> <li class="third-nav__item"> <a href="/about-us/our-policies/complaints-feedback" class="third-nav__link">Feedback and complaints</a> </li> <li class="third-nav__item"> <a href="/about-us/our-policies/freedom-of-information" class="third-nav__link">Freedom of information</a> </li> <li class="third-nav__item"> <a href="/about-us/our-policies/procurement" class="third-nav__link">Procurement policy</a> </li> <li class="third-nav__item"> <a href="/about-us/our-policies/sustainability" class="third-nav__link">Sustainability policy</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a href="/about-us/annual-corporate-reports" class="second-nav__link">Annual and corporate reports</a> <div class="third-nav"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/about-us/annual-corporate-reports/annual-report" class="third-nav__link">Our annual report</a> </li> <li class="third-nav__item"> <a href="/about-us/annual-corporate-reports/our-disclosures" class="third-nav__link">Our disclosures</a> </li> <li class="third-nav__item"> <a href="/about-us/annual-corporate-reports/sustainability-report" class="third-nav__link">Sustainability report</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a href="/about-us/jobs-careers" class="second-nav__link">Jobs and careers</a> <div class="third-nav"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="https://visitscotland.taleo.net/careersection/vs+external/jobsearch.ftl?lang=en&portal=8105010247" class="third-nav__link">Current vacancies</a> </li> <li class="third-nav__item"> <a href="/about-us/jobs-careers/early-careers" class="third-nav__link">Early careers</a> </li> <li class="third-nav__item"> <a href="/about-us/jobs-careers/life-at-visitscotland" class="third-nav__link">Life at VisitScotland</a> </li> <li class="third-nav__item"> <a href="/about-us/jobs-careers/recruitment-process" class="third-nav__link">Our recruitment process</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a href="/about-us/contact" class="second-nav__link">Contact us</a> <div class="third-nav"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/about-us/contact/eventscotland" class="third-nav__link">EventScotland</a> </li> <li class="third-nav__item"> <a href="/about-us/contact/regional-team" class="third-nav__link">Regional team</a> </li> </ul> </div> </li> </ul> </div> </li> </ul> </div> </div> </nav> <button id="main-nav-bar__search-show" class="main-nav-bar__search-show" data-toggle-search="navbar-search--show" data-test="main-nav-search-show-button"> <span class="sr-only">Search site</span><i class="icon icon-search"></i> </button> <form id="main-nav-bar__search-form" class="main-nav-bar__search-form d-none d-xl-block" role="search" aria-label="Site search" data-test="main-nav-search-form"> <div class="main-nav-bar__search-form__row"> <label for="query" class="sr-only">Search</label> <input class="main-nav-bar__search-form__row__input" type="text" placeholder="Search" name="query" autocomplete="off" id="query" /> <button aria-label="Close" class="sr-only" type="submit" tabindex="-1">Search site</button> <button id="main-nav-bar__search-hide" class="main-nav-bar__search-form__row__button"><span class="sr-only">Close</span><i class="icon icon-cross"></i></button> </div> </form> </div> </div> <div class="d-xl-none"> <nav aria-label="Main menu mobile"> <div class="mobile-nav-bar"> <div class="main-nav" id="mobile-nav" data-test-mobile-nav> <form class="mobile-nav-bar__search" role="search" aria-label="Mobile search search" action="/search" method="get" data-test="mobile-nav-search-form"> <div class="mobile-nav-bar__search__row"> <label for="query-mobile" class="sr-only">Search</label> <input class="mobile-nav-bar__search__row__input" type="text" placeholder="Search" name="query" id="query-mobile" /> <button class="mobile-nav-bar__search__row__button" type="submit"><span class="sr-only">Search site</span><i class="icon icon-search"></i></button> </div> </form> <ul class="main-nav__list"> <li class="main-nav__item main-nav__item--with-children"> <a class="main-nav__link " href="#mobile-second-nav-1" data-mobile-navigation-toggle="second-nav--show" data-nav-arrow-toggle data-test-mobile-main-toggle aria-expanded="false"> Supporting your business <i class="icon icon-chevron-down"></i> </a> <div class="second-nav" id="mobile-second-nav-1"> <ul class="second-nav__list"> <li class="second-nav__item"> <a class="second-nav__link" href="/supporting-your-business"> Supporting your business home</a> </li> <li class="second-nav__item"> <a class="second-nav__link " href="#mobile-third-nav-11" data-mobile-navigation-toggle="third-nav--show" data-test-mobile-second-toggle>Delivering a quality visitor experience<i class="icon icon-chevron-down"></i></a> <div class="third-nav" id="mobile-third-nav-11"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/supporting-your-business/visitor-experience" class="third-nav__link">Delivering a quality visitor experience</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/visitor-experience/camping-caravan-parks" class="third-nav__link" data-test-third-nav>Camping and caravan parks best practice guide</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/visitor-experience/food-tourism-industry" class="third-nav__link" data-test-third-nav>Food tourism industry guide</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/visitor-experience/hotels" class="third-nav__link" data-test-third-nav>Hotels best practice guide</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/visitor-experience/self-catering" class="third-nav__link" data-test-third-nav>Self-catering best practice guide</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/visitor-experience/small-serviced" class="third-nav__link" data-test-third-nav>Small serviced accommodation best practice guide</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/visitor-experience/visitor-attractions" class="third-nav__link" data-test-third-nav>Visitor attractions best practice guide</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/visitor-experience/brown-tourist-signs" class="third-nav__link" data-test-third-nav>Brown tourist signs</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/visitor-experience/scottish-thistle-awards" class="third-nav__link" data-test-third-nav>Scottish Thistle Awards</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a class="second-nav__link " href="#mobile-third-nav-12" data-mobile-navigation-toggle="third-nav--show" data-test-mobile-second-toggle>Responsible tourism<i class="icon icon-chevron-down"></i></a> <div class="third-nav" id="mobile-third-nav-12"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/supporting-your-business/responsible-tourism" class="third-nav__link">Responsible tourism</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/responsible-tourism/inclusion" class="third-nav__link" data-test-third-nav>Accessible and inclusive tourism</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/responsible-tourism/climate-change" class="third-nav__link" data-test-third-nav>Climate change in Scotland</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/responsible-tourism/green-certification-schemes" class="third-nav__link" data-test-third-nav>Green certification schemes</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/responsible-tourism/climate-impact-guide" class="third-nav__link" data-test-third-nav>Reduce your climate impact guide</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/responsible-tourism/responsible-visitor-guide" class="third-nav__link" data-test-third-nav>Responsible visitor industry guide</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/responsible-tourism/climate-change/sustainable-factsheets" class="third-nav__link" data-test-third-nav>Sustainable factsheets</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a class="second-nav__link " href="#mobile-third-nav-13" data-mobile-navigation-toggle="third-nav--show" data-test-mobile-second-toggle>Advice<i class="icon icon-chevron-down"></i></a> <div class="third-nav" id="mobile-third-nav-13"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/supporting-your-business/advice" class="third-nav__link">Advice</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/advice/copyright-policies-licensing" class="third-nav__link" data-test-third-nav>Copyright, licensing & government policy advice</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/advice/electronic-travel-authorisation" class="third-nav__link" data-test-third-nav>Electronic travel authorisation</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/advice/short-term-lets-legislation" class="third-nav__link" data-test-third-nav>Short-term lets legislation</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/advice/travel-distribution" class="third-nav__link" data-test-third-nav>Travel distribution</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/advice/visitor-levy" class="third-nav__link" data-test-third-nav>Visitor levy</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/advice/industry-relationship-manager" class="third-nav__link" data-test-third-nav>Your Industry Relationship Manager</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a class="second-nav__link " href="#mobile-third-nav-14" data-mobile-navigation-toggle="third-nav--show" data-test-mobile-second-toggle>Digital skills<i class="icon icon-chevron-down"></i></a> <div class="third-nav" id="mobile-third-nav-14"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/supporting-your-business/digital-skills" class="third-nav__link">Digital skills</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/digital-skills/artificial-intelligence" class="third-nav__link" data-test-third-nav>Using AI in your digital activities</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/digital-skills/digital-essentials" class="third-nav__link" data-test-third-nav>Essentials of digital marketing</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/digital-skills/getting-started" class="third-nav__link" data-test-third-nav>Get started with digital</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/digital-skills/improving-performance" class="third-nav__link" data-test-third-nav>Improve your online performance</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/digital-skills/know-your-customers" class="third-nav__link" data-test-third-nav>Know your customers</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a class="second-nav__link " href="#mobile-third-nav-15" data-mobile-navigation-toggle="third-nav--show" data-test-mobile-second-toggle>Marketing<i class="icon icon-chevron-down"></i></a> <div class="third-nav" id="mobile-third-nav-15"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/supporting-your-business/marketing" class="third-nav__link">Marketing</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/marketing/opportunities" class="third-nav__link" data-test-third-nav>Marketing opportunities</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/marketing/opportunities/business-events-exhibitions" class="third-nav__link" data-test-third-nav>Business events</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/marketing/toolkits/cycling" class="third-nav__link" data-test-third-nav>Cycling tourism industry guide</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/marketing/opportunities/national-tourism-website" class="third-nav__link" data-test-third-nav>Free business listing</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/marketing/photography-imagery" class="third-nav__link" data-test-third-nav>Free images and video</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/marketing/opportunities/calendar" class="third-nav__link" data-test-third-nav>Our marketing calendar</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/marketing-toolkits" class="third-nav__link" data-test-third-nav>Toolkits</a> </li> <li class="third-nav__item"> <a href="/supporting-your-business/marketing/opportunities/press" class="third-nav__link" data-test-third-nav>Working with the press</a> </li> </ul> </div> </li> </ul> </div> </li> <li class="main-nav__item main-nav__item--with-children"> <a class="main-nav__link " href="#mobile-second-nav-2" data-mobile-navigation-toggle="second-nav--show" data-nav-arrow-toggle data-test-mobile-main-toggle aria-expanded="false"> Research and insights <i class="icon icon-chevron-down"></i> </a> <div class="second-nav" id="mobile-second-nav-2"> <ul class="second-nav__list"> <li class="second-nav__item"> <a class="second-nav__link" href="/research-insights"> Research and insights home</a> </li> <li class="second-nav__item"> <a class="second-nav__link " href="#mobile-third-nav-21" data-mobile-navigation-toggle="third-nav--show" data-test-mobile-second-toggle>About our visitors<i class="icon icon-chevron-down"></i></a> <div class="third-nav" id="mobile-third-nav-21"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/research-insights/about-our-visitors" class="third-nav__link">About our visitors</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-visitors/accommodation-types" class="third-nav__link" data-test-third-nav>Accommodation types visitors use in Scotland</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-visitors/how-visitors-travel-to-scotland" class="third-nav__link" data-test-third-nav>How visitors travel to and around Scotland</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-visitors/international" class="third-nav__link" data-test-third-nav>International visitors</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-visitors/planning-booking-behaviours" class="third-nav__link" data-test-third-nav>Planning and booking behaviours</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-visitors/types" class="third-nav__link" data-test-third-nav>Types of visitors</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-visitors/uk" class="third-nav__link" data-test-third-nav>UK visitors</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-visitors/interests-activities" class="third-nav__link" data-test-third-nav>Visitor interests and activities</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-visitors/visitor-survey" class="third-nav__link" data-test-third-nav>Visitor survey</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-visitors/why-people-choose-scotland" class="third-nav__link" data-test-third-nav>Why people choose Scotland</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a class="second-nav__link " href="#mobile-third-nav-22" data-mobile-navigation-toggle="third-nav--show" data-test-mobile-second-toggle>About our industry<i class="icon icon-chevron-down"></i></a> <div class="third-nav" id="mobile-third-nav-22"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/research-insights/about-our-industry" class="third-nav__link">About our industry</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-industry/accommodation" class="third-nav__link" data-test-third-nav>Accommodation in Scotland - occupancy statistics</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-industry/cruise-tourism-insights" class="third-nav__link" data-test-third-nav>Cruise tourism in Scotland</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-industry/events-wellbeing-report" class="third-nav__link" data-test-third-nav>Impact of events on wellbeing</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-industry/covid-19-impact" class="third-nav__link" data-test-third-nav>Impact of coronavirus (COVID-19)</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-industry/scottish-tourism-observatory" class="third-nav__link" data-test-third-nav>Scottish tourism observatory</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-industry/tourism-employment" class="third-nav__link" data-test-third-nav>Tourism employment</a> </li> <li class="third-nav__item"> <a href="/research-insights/about-our-industry/visitor-attractions" class="third-nav__link" data-test-third-nav>Visitor attractions</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a class="second-nav__link " href="#mobile-third-nav-23" data-mobile-navigation-toggle="third-nav--show" data-test-mobile-second-toggle>Regions<i class="icon icon-chevron-down"></i></a> <div class="third-nav" id="mobile-third-nav-23"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/research-insights/regions" class="third-nav__link">Regions</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/aberdeen-aberdeenshire" class="third-nav__link" data-test-third-nav>Aberdeen, Aberdeenshire and Moray Speyside</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/argyll-isles" class="third-nav__link" data-test-third-nav>Argyll and the Isles</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/ayrshire-arran" class="third-nav__link" data-test-third-nav>Ayrshire and Arran</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/dumfries-galloway" class="third-nav__link" data-test-third-nav>Dumfries and Galloway</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/dundee-angus" class="third-nav__link" data-test-third-nav>Dundee and Angus</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/edinburgh-lothians" class="third-nav__link" data-test-third-nav>Edinburgh and the Lothians</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/fife" class="third-nav__link" data-test-third-nav>Fife</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/glasgow-clyde-valley" class="third-nav__link" data-test-third-nav>Glasgow and and the Clyde Valley</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/highlands" class="third-nav__link" data-test-third-nav>Highlands</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/orkney" class="third-nav__link" data-test-third-nav>Orkney</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/outer-hebrides" class="third-nav__link" data-test-third-nav>Outer Hebrides</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/perthshire" class="third-nav__link" data-test-third-nav>Perthshire</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/shetland" class="third-nav__link" data-test-third-nav>Shetland</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/scottish-borders" class="third-nav__link" data-test-third-nav>Scottish Borders</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/stirling-forth-valley" class="third-nav__link" data-test-third-nav>Stirling and Forth Valley</a> </li> <li class="third-nav__item"> <a href="/research-insights/regions/national-parks" class="third-nav__link" data-test-third-nav>Scotland's National Parks</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a class="second-nav__link " href="#mobile-third-nav-24" data-mobile-navigation-toggle="third-nav--show" data-test-mobile-second-toggle>Responsible tourism insights<i class="icon icon-chevron-down"></i></a> <div class="third-nav" id="mobile-third-nav-24"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/research-insights/responsible-tourism" class="third-nav__link">Responsible tourism insights</a> </li> <li class="third-nav__item"> <a href="/research-insights/responsible-tourism/accessible" class="third-nav__link" data-test-third-nav>Accessible and inclusive tourism insights</a> </li> <li class="third-nav__item"> <a href="/research-insights/responsible-tourism/industry-research" class="third-nav__link" data-test-third-nav>Tourism and events industry research</a> </li> <li class="third-nav__item"> <a href="/research-insights/responsible-tourism/visitor-community-research" class="third-nav__link" data-test-third-nav>Visitor and community research</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a class="second-nav__link " href="#mobile-third-nav-25" data-mobile-navigation-toggle="third-nav--show" data-test-mobile-second-toggle>Trends<i class="icon icon-chevron-down"></i></a> <div class="third-nav" id="mobile-third-nav-25"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/research-insights/trends" class="third-nav__link">Trends</a> </li> <li class="third-nav__item"> <a href="/research-insights/trends/consumer-trends" class="third-nav__link" data-test-third-nav>Consumer trends for Scotland</a> </li> <li class="third-nav__item"> <a href="/research-insights/trends/trends-for-tomorrow" class="third-nav__link" data-test-third-nav>Travel trends for Scotland</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a class="second-nav__link " href="/research-insights/about-our-industry/statistics">Latest statistics</a> </li> </ul> </div> </li> <li class="main-nav__item main-nav__item--with-children"> <a class="main-nav__link " href="#mobile-second-nav-3" data-mobile-navigation-toggle="second-nav--show" data-nav-arrow-toggle data-test-mobile-main-toggle aria-expanded="false"> Events <i class="icon icon-chevron-down"></i> </a> <div class="second-nav" id="mobile-second-nav-3"> <ul class="second-nav__list"> <li class="second-nav__item"> <a class="second-nav__link" href="/events"> Events home</a> </li> <li class="second-nav__item"> <a class="second-nav__link " href="#mobile-third-nav-31" data-mobile-navigation-toggle="third-nav--show" data-test-mobile-second-toggle>Events planning advice and materials<i class="icon icon-chevron-down"></i></a> <div class="third-nav" id="mobile-third-nav-31"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/events/advice-materials" class="third-nav__link">Events planning advice and materials</a> </li> <li class="third-nav__item"> <a href="/events/advice-materials/data-protection" class="third-nav__link" data-test-third-nav>Data protection</a> </li> <li class="third-nav__item"> <a href="/events/advice-materials/pr-communications-strategy-plan" class="third-nav__link" data-test-third-nav>Developing a communications plan</a> </li> <li class="third-nav__item"> <a href="/events/advice-materials/events-marketing" class="third-nav__link" data-test-third-nav>Developing an events marketing plan</a> </li> <li class="third-nav__item"> <a href="/events/advice-materials/eiag-updates-advice" class="third-nav__link" data-test-third-nav>Event Industry Advisory Group</a> </li> <li class="third-nav__item"> <a href="/events/advice-materials/events-listing-service" class="third-nav__link" data-test-third-nav>Events listing service</a> </li> <li class="third-nav__item"> <a href="/events/advice-materials/event-volunteering" class="third-nav__link" data-test-third-nav>Event volunteering</a> </li> <li class="third-nav__item"> <a href="/events/advice-materials/food-drink-events" class="third-nav__link" data-test-third-nav>Food and drink</a> </li> <li class="third-nav__item"> <a href="/events/advice-materials/health-safety" class="third-nav__link" data-test-third-nav>Health and safety</a> </li> <li class="third-nav__item"> <a href="/events/advice-materials/policing" class="third-nav__link" data-test-third-nav>Policing and security</a> </li> <li class="third-nav__item"> <a href="/events/advice-materials/sustainability" class="third-nav__link" data-test-third-nav>Sustainable and accessible events</a> </li> <li class="third-nav__item"> <a href="/events/advice-materials/training-development" class="third-nav__link" data-test-third-nav>Training and development</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a class="second-nav__link " href="#mobile-third-nav-32" data-mobile-navigation-toggle="third-nav--show" data-test-mobile-second-toggle>Funding for events<i class="icon icon-chevron-down"></i></a> <div class="third-nav" id="mobile-third-nav-32"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/events/funding" class="third-nav__link">Funding for events</a> </li> <li class="third-nav__item"> <a href="/events/funding/national-events" class="third-nav__link" data-test-third-nav>National events funding</a> </li> <li class="third-nav__item"> <a href="/events/funding/international-events" class="third-nav__link" data-test-third-nav>International events funding</a> </li> <li class="third-nav__item"> <a href="/events/funding/supported-events" class="third-nav__link" data-test-third-nav>Supported events</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a class="second-nav__link " href="#mobile-third-nav-33" data-mobile-navigation-toggle="third-nav--show" data-test-mobile-second-toggle>Industry events<i class="icon icon-chevron-down"></i></a> <div class="third-nav" id="mobile-third-nav-33"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/events/industry-events" class="third-nav__link">Industry events</a> </li> <li class="third-nav__item"> <a href="/events/industry-events/national-events-conference" class="third-nav__link" data-test-third-nav>The National Events Conference</a> </li> <li class="third-nav__item"> <a href="/events/industry-events/travel-trade" class="third-nav__link" data-test-third-nav>Travel Trade events and exhibitions</a> </li> <li class="third-nav__item"> <a href="/events/industry-events/events-training" class="third-nav__link" data-test-third-nav>Upcoming events and training</a> </li> </ul> </div> </li> </ul> </div> </li> <li class="main-nav__item"> <a class="main-nav__link" href="/news" > News </a> </li> <li class="main-nav__item main-nav__item--with-children"> <a class="main-nav__link " href="#mobile-second-nav-5" data-mobile-navigation-toggle="second-nav--show" data-nav-arrow-toggle data-test-mobile-main-toggle aria-expanded="false"> About us <i class="icon icon-chevron-down"></i> </a> <div class="second-nav" id="mobile-second-nav-5"> <ul class="second-nav__list"> <li class="second-nav__item"> <a class="second-nav__link" href="/about-us"> About us home</a> </li> <li class="second-nav__item"> <a class="second-nav__link " href="#mobile-third-nav-51" data-mobile-navigation-toggle="third-nav--show" data-test-mobile-second-toggle>What we do<i class="icon icon-chevron-down"></i></a> <div class="third-nav" id="mobile-third-nav-51"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/about-us/what-we-do" class="third-nav__link">What we do</a> </li> <li class="third-nav__item"> <a href="/about-us/what-we-do/consultations" class="third-nav__link" data-test-third-nav>Consultations</a> </li> <li class="third-nav__item"> <a href="/about-us/what-we-do/events" class="third-nav__link" data-test-third-nav>Events</a> </li> <li class="third-nav__item"> <a href="/about-us/what-we-do/marketing" class="third-nav__link" data-test-third-nav>Marketing</a> </li> <li class="third-nav__item"> <a href="/about-us/what-we-do/our-plans" class="third-nav__link" data-test-third-nav>Our plans</a> </li> <li class="third-nav__item"> <a href="/about-us/what-we-do/quality-assurance" class="third-nav__link" data-test-third-nav>Quality Assurance</a> </li> <li class="third-nav__item"> <a href="/about-us/what-we-do/themed-years" class="third-nav__link" data-test-third-nav>Scotland's Themed Years</a> </li> <li class="third-nav__item"> <a href="/about-us/what-we-do/working-in-partnership/industry-leadership-group" class="third-nav__link" data-test-third-nav>Tourism and Hospitality Industry Leadership Group</a> </li> <li class="third-nav__item"> <a href="/about-us/what-we-do/scottish-tourism-timeline" class="third-nav__link" data-test-third-nav>Tourism timeline</a> </li> <li class="third-nav__item"> <a href="/about-us/what-we-do/visitor-information" class="third-nav__link" data-test-third-nav>Visitor information</a> </li> <li class="third-nav__item"> <a href="/about-us/what-we-do/working-in-partnership/visitor-levy-expert-group" class="third-nav__link" data-test-third-nav>Visitor Levy Expert Group</a> </li> <li class="third-nav__item"> <a href="/about-us/what-we-do/working-in-partnership" class="third-nav__link" data-test-third-nav>Working in partnership</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a class="second-nav__link " href="#mobile-third-nav-52" data-mobile-navigation-toggle="third-nav--show" data-test-mobile-second-toggle>Our team<i class="icon icon-chevron-down"></i></a> <div class="third-nav" id="mobile-third-nav-52"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/about-us/our-team" class="third-nav__link">Our team</a> </li> <li class="third-nav__item"> <a href="/about-us/our-team/chairman" class="third-nav__link" data-test-third-nav>Chair</a> </li> <li class="third-nav__item"> <a href="/about-us/our-team/chief-executive" class="third-nav__link" data-test-third-nav>Chief Executive</a> </li> <li class="third-nav__item"> <a href="/about-us/our-team/directorates" class="third-nav__link" data-test-third-nav>Directorates</a> </li> <li class="third-nav__item"> <a href="/about-us/our-team/board" class="third-nav__link" data-test-third-nav>The Board</a> </li> <li class="third-nav__item"> <a href="/about-us/our-team/board/board-minutes" class="third-nav__link" data-test-third-nav>The Board minutes</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a class="second-nav__link " href="#mobile-third-nav-53" data-mobile-navigation-toggle="third-nav--show" data-test-mobile-second-toggle>Our policies<i class="icon icon-chevron-down"></i></a> <div class="third-nav" id="mobile-third-nav-53"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/about-us/our-policies" class="third-nav__link">Our policies</a> </li> <li class="third-nav__item"> <a href="/about-us/our-policies/equality" class="third-nav__link" data-test-third-nav>Equality strategy</a> </li> <li class="third-nav__item"> <a href="/about-us/our-policies/complaints-feedback" class="third-nav__link" data-test-third-nav>Feedback and complaints</a> </li> <li class="third-nav__item"> <a href="/about-us/our-policies/freedom-of-information" class="third-nav__link" data-test-third-nav>Freedom of information</a> </li> <li class="third-nav__item"> <a href="/about-us/our-policies/procurement" class="third-nav__link" data-test-third-nav>Procurement policy</a> </li> <li class="third-nav__item"> <a href="/about-us/our-policies/sustainability" class="third-nav__link" data-test-third-nav>Sustainability policy</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a class="second-nav__link " href="#mobile-third-nav-54" data-mobile-navigation-toggle="third-nav--show" data-test-mobile-second-toggle>Annual and corporate reports<i class="icon icon-chevron-down"></i></a> <div class="third-nav" id="mobile-third-nav-54"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/about-us/annual-corporate-reports" class="third-nav__link">Annual and corporate reports</a> </li> <li class="third-nav__item"> <a href="/about-us/annual-corporate-reports/annual-report" class="third-nav__link" data-test-third-nav>Our annual report</a> </li> <li class="third-nav__item"> <a href="/about-us/annual-corporate-reports/our-disclosures" class="third-nav__link" data-test-third-nav>Our disclosures</a> </li> <li class="third-nav__item"> <a href="/about-us/annual-corporate-reports/sustainability-report" class="third-nav__link" data-test-third-nav>Sustainability report</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a class="second-nav__link " href="#mobile-third-nav-55" data-mobile-navigation-toggle="third-nav--show" data-test-mobile-second-toggle>Jobs and careers<i class="icon icon-chevron-down"></i></a> <div class="third-nav" id="mobile-third-nav-55"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/about-us/jobs-careers" class="third-nav__link">Jobs and careers</a> </li> <li class="third-nav__item"> <a href="https://visitscotland.taleo.net/careersection/vs+external/jobsearch.ftl?lang=en&portal=8105010247" class="third-nav__link" data-test-third-nav>Current vacancies</a> </li> <li class="third-nav__item"> <a href="/about-us/jobs-careers/early-careers" class="third-nav__link" data-test-third-nav>Early careers</a> </li> <li class="third-nav__item"> <a href="/about-us/jobs-careers/life-at-visitscotland" class="third-nav__link" data-test-third-nav>Life at VisitScotland</a> </li> <li class="third-nav__item"> <a href="/about-us/jobs-careers/recruitment-process" class="third-nav__link" data-test-third-nav>Our recruitment process</a> </li> </ul> </div> </li> <li class="second-nav__item"> <a class="second-nav__link " href="#mobile-third-nav-56" data-mobile-navigation-toggle="third-nav--show" data-test-mobile-second-toggle>Contact us<i class="icon icon-chevron-down"></i></a> <div class="third-nav" id="mobile-third-nav-56"> <ul class="third-nav__list"> <li class="third-nav__item"> <a href="/about-us/contact" class="third-nav__link">Contact us</a> </li> <li class="third-nav__item"> <a href="/about-us/contact/eventscotland" class="third-nav__link" data-test-third-nav>EventScotland</a> </li> <li class="third-nav__item"> <a href="/about-us/contact/regional-team" class="third-nav__link" data-test-third-nav>Regional team</a> </li> </ul> </div> </li> </ul> </div> </li> </ul> </div> </div> </nav> </div> </header> <main id="main" class="clearfix"> <div class="share"> <div class="container"> <div class="row"> <div class="col-12 col-sm-8 col-md-7 align-self-center" > <nav class="page-breadcrumb" aria-label="Breadcrumb" data-test="breadcrumb"> <ul> <li><a href="/">Home</a></li> <li> <a href="/about-us" >About us</a> </li> <li> <a href="/about-us/our-policies" >Our policies</a> </li> <li> <a aria-current="page">Feedback and complaints</a> </li> </ul> </nav> </div> </div> </div> </div> <div> <div> <article class="pt-5 has-edit-button" aria-label="main article"> <div class="banner__header__text no-image"> <div class="container"> <hgroup class="content-article pb-lg"> <h1 class="banner__header__text__title no-image"> Feedback and complaints </h1> <p class="article__summary mb-1 mt-2 font-weight-bold">Find information on what to do and how to get in touch with us if you have some feedback or would like to make a formal complaint.</p> </hgroup> </div> </div> <div class="has-edit-button"> </div> <header data-test="page-header"> </header> <div class="background-auto-wrapper"> <div class="split-block bg-white" > <div class="has-edit-button"> </div> <div class="container py-lg" data-test="split-block"> <div class="row"> <div class="col-12 col-lg-7 split-block__first-column user-content"> <div data-test="split-block-body"> <p>As an organisation, we're committed to providing high-quality service throughout our business. But we understand that we cannot get it right all the time.</p> <p>We're interested in any feedback relating to a visitor鈥檚 experience as well as formal complaints about a service we provide.</p> <p>As all our emails are handled personally by one of our valued members of staff, we ask that you treat our staff with respect and courtesy. We will not respond to any emails that are rude, offensive, or derogatory.</p> </div> </div> <div class="col-12 col-lg-5 col-md-8"> <div class="anchor-link-list"> <h3>In this article:</h3> <ul class="anchor-link-list__list"> <li class="anchor-link-list__item"> <a class="anchor-link-list__link" href="#feedback">Our feedback procedure</a> </li> <li class="anchor-link-list__item"> <a class="anchor-link-list__link" href="#complaints">Our complaint procedure</a> </li> </ul> </div> </div> </div> </div> </div> <div class="background-auto bg-white py-lg" > <div class="container" data-test="content-block-article"> <div class="row"> <div class="col-12 col-lg-7"> <div class="content-article"> <div class="user-content content-article__layout" data-test="content-block-article-body"> <div class="content-article__content-column"> </div> </div> </div> </div> </div> </div> </div> <div class="background-auto bg-xxlight py-lg" id="feedback"> <div class="container" data-test="content-block-article"> <div class="row"> <div class="col-12 col-lg-7"> <div class="content-article"> <div class="user-content content-article__layout" data-test="content-block-article-body"> <div class="content-article__content-column"> <h2 data-test="content-block-article-heading"> Our feedback procedure </h2> <p>Your feedback is important to us. We use your feedback to improve our service and to help us make improvements. It helps us identify areas where we are doing well and where we could do better.</p> <p>As Scotland鈥檚 national tourism organisation, we are interested in any feedback relating to a visitor鈥檚 experience, good and bad. But as we're not a regulatory body, we have no remit for taking enforcement action.</p> </div> </div> </div> </div> </div> </div> </div> <div class="card-list background-auto" > <div class="container"> <div class="card-list__content"> <div class="card-list__header "> <h2>Make your feedback heard</h2> <div class="col-12 col-lg-7"> You may wish to consider the following before contacting us. </div> </div> <div class="card-list__body" > <div class="card-item"> <div class="card-item__icon"> <img src="/binaries/content/gallery/dot-org/icons/mobile-phone.svg" alt=""> </div> <h3>Contact the management directly</h3> <p>We advise that you contact the manager / owner of the business in question in the first instance. Doing this as soon as possible will give the business the best chance to address the issue quickly.</p> </div> <div class="card-item"> <div class="card-item__icon"> <img src="/binaries/content/gallery/dot-org/icons/improve-quality-of-tourism-jobs.svg" alt=""> </div> <h3>Fill in a different form for website feedback</h3> <p>Are you looking to give feedback on our websites? We have a separate form for that.</p> <p><a href="https://www.visitscotland.org/about-us/contact/feedback">Fill in our website feedback form.</a></p> </div> <div class="card-item"> <div class="card-item__icon"> <img src="/binaries/content/gallery/dot-org/icons/faqs.svg" alt=""> </div> <h3>Get consumer advice</h3> <p>If you want advice on your position as a consumer, you can contact consumer advice depending on where you live.</p> <p><a href="http://www.consumeradvice.scot/">Find consumer advice in Scotland on consumeradvice.scot.</a></p> <p><a href="https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue/consumer-service-complaints-procedure/">Find consumer advice in the rest of the UK or outside Europe on visit citizensadvice.org.uk.</a></p> <p><a href="http://ec.europa.eu/info/live-work-travel-eu/consumer-rights-and-complaints/resolve-your-consumer-complaint/european-consumer-centres-network-ecc-net_en">Visit the European consumer centres network on ec.europa.eu.</a></p> </div> <div class="card-item"> <div class="card-item__icon"> <img src="/binaries/content/gallery/dot-org/icons/train.svg" alt=""> </div> <h3>Know where to give travel-related feedback</h3> <p>Concerns about litter or road maintenance should be directed to the relevant local authority.</p> <p><a href="http://www.gov.uk/find-local-council">Find the appropriate local authority on gov.uk.</a></p> <p>Is your concern about an experience on trunk roads, vehicle hire, or public transport? Then please contact the applicable operator by giving feedback on:</p> <ul> <li><a href="https://bususers.org/contact-us/">bus services on bususers.org</a></li> <li><a href="https://www.calmac.co.uk/contact">Calmac services on calmac.co.uk</a></li> <li><a href="https://www.citylink.co.uk/contact-us/">Citylink services on citylink.co.uk</a></li> <li><a href="https://www.networkrail.co.uk/communities/contact-us/">rail infrastructure on networkrail.co.uk</a></li> <li><a href="https://www.stagecoachbus.com/help-and-contact">Stagecoach services on stagecoachbus.com</a></li> <li><a href="https://www.scotrail.co.uk/about-scotrail/contact-us">train services on scotrail.co.uk</a></li> <li><a href="https://www.transport.gov.scot/transport-network/roads/the-trunk-road-network/">trunk roads on transport.gov.scot</a></li> <li><a href="https://www.bvrla.co.uk/consumer-advice/making-a-complaint-adr/complaint-eligibility.html">vehicle hire on bvrla.co.uk</a></li> </ul> </div> </div> </div> </div> </div> <div class="background-auto bg-xxlight py-lg" > <div class="container" data-test="content-block-article"> <div class="row"> <div class="col-12 col-lg-7"> <div class="content-article"> <div class="user-content content-article__layout" data-test="content-block-article-body"> <div class="content-article__content-column"> <h3>Give feedback</h3> <p>You can send us your feedback by filling in our complaints and feedback form.</p> <a href="/about-us/our-policies/complaints-feedback/form" class="button button--icon-right mb-4 mt-2" aria-label='Fill in our complaints and feedback form' data-test='cta-button-primary'>Fill in our complaints and feedback form<i class="icon icon-arrow-right"></i> </a> </div> </div> </div> </div> </div> </div> </div> <div class="background-auto bg-white py-lg" id="complaints"> <div class="container" data-test="content-block-article"> <div class="row"> <div class="col-12 col-lg-7"> <div class="content-article"> <div class="user-content content-article__layout" data-test="content-block-article-body"> <div class="content-article__content-column"> <h2 data-test="content-block-article-heading"> Our complaint procedure </h2> <p>Complaints should politely voice dissatisfaction about our action or lack of action or the standard of service provided by us or on our behalf. A complaint may involve more than one department. We will follow our model complaints handling procedure when responding to your complaint.</p> </div> </div> </div> </div> </div> </div> </div> <div class="background-auto bg-white py-lg" > <div class="container" data-test="content-block-article"> <div class="row"> <div class="col-12"> <div class="content-article"> <div class="user-content content-article__layout" data-test="content-block-article-body"> <div class="content-article__content-column"> <h3>What can I complain about?</h3> <p>A formal complaint relates to any aspect of the service we deliver, including:</p> <ul> <li>failure or refusal to provide a service</li> <li>inadequate quality or standard of service, or an unreasonable delay in providing a service</li> <li>dissatisfaction with one of our policies or its impact on you or your business</li> <li>failure to properly apply law, procedure or guidance when delivering our services</li> <li>failure to follow the appropriate administrative process</li> <li>conduct, treatment by or attitude of a member of staff</li> <li>disagreement with a decision (except where there is a statutory procedure for challenging that decision, or an established appeals process)</li> </ul> </div> <div class="content-article__content-column"> <h3>What can't I complain about?</h3> <p>There are some things we can't deal with through our corporate complaints handling procedure, including: </p> <ul> <li>a complaint about a tourism business in Scotland</li> <li>a request for service</li> <li>a request for information</li> <li>an appeal against a business decision where there is a procedure for challenging the decision</li> <li>an appeal against a decision on a former complaint</li> <li>abuse or unsubstantiated allegations about our organisation or staff where such actions would be covered by existing policies</li> <li>a concern about the actions or service of a different organisation, unless they are delivering services on our behalf</li> </ul> </div> </div> </div> </div> </div> </div> </div> <div class="background-auto bg-white py-lg" > <div class="container" data-test="content-block-article"> <div class="row"> <div class="col-12 col-lg-7"> <div class="content-article"> <div class="user-content content-article__layout" data-test="content-block-article-body"> <div class="content-article__content-column"> <h3>Make a formal complaint</h3> <p>You can file a complaint by filling in our complaints and feedback form.</p> <a href="/about-us/our-policies/complaints-feedback/form" class="button button--icon-right mb-4 mt-2" aria-label='Fill in our complaints and feedback form' data-test='cta-button-primary'>Fill in our complaints and feedback form<i class="icon icon-arrow-right"></i> </a> </div> </div> </div> </div> </div> </div> </div> </div> <div class="background-tartan py-lg"> <div class="container" data-test="page-related-documents"> <h2 class="h1 mb-4">Related links</h2> <div class="cards cards--x4"> <article class="card card--related-documents has-edit-button" data-test="component-card" aria-label="Freedom of Information 1fc09659"> <div class="card__link js-clickProxy"> <div class="card__link__image" data-test="component-card-image"> <div class="card__link__image__background lazyload" data-bg="/binaries/content/gallery/dot-org/animals/red-deer-stag-in-glencoe.jpg/red-deer-stag-in-glencoe.jpg/bloat%3Amd"></div> <div class="card__link__image__overlay"></div> </div> <div class="card__link__content"> <h3 class="card__link__content__title" data-test="component-card-title"> <a href="/about-us/our-policies/freedom-of-information"> Freedom of Information </a> </h3> </div> <div class="card__link__footer" data-test="component-card-summary"> Find out more about different classes of information we publish and how you can request it. </div> </div> </article> <article class="card card--related-documents has-edit-button" data-test="component-card" aria-label="Our annual report 5e7eeef6"> <div class="card__link js-clickProxy"> <div class="card__link__image" data-test="component-card-image"> <div class="card__link__image__background lazyload" data-bg="/binaries/content/gallery/dot-org/landscapes/forth-bridges.jpg/forth-bridges.jpg/bloat%3Amd"></div> <div class="card__link__image__overlay"></div> </div> <div class="card__link__content"> <h3 class="card__link__content__title" data-test="component-card-title"> <a href="/about-us/annual-corporate-reports/annual-report"> Our annual report </a> </h3> </div> <div class="card__link__footer" data-test="component-card-summary"> Our annual report and accounts details our performance. 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