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Complaints

Crown Estate Scotland seeks to employ high standards of management and administration in conducting its statutory responsibilities. If you feel that we have not met these standards, the following guidance is provided on how to take up your concerns.

For complaints about access to information under the Freedom of Information (Scotland) Act 2002, please visit Freedom of information

Step 1

Where your complaint involves Crown Estate Scotland's interest under the responsibility of an appointed managing agent or letting agent, you should first write to the relevant agent. You should expect an acknowledgement within three working days and a substantive reply within ten working days.

Step 2

If you are unhappy with the response of the managing agent or letting agent, or the relevant interest is managed directly by Crown Estate Scotland, you should write to the head of the relevant business at Crown Estate Scotland. An acknowledgement will be provided within three working days and a substantive reply provided within fifteen working days.

Step 3

If you continue to have concerns or if your concerns relate to a corporate or cross departmental issue, you should write to us and we will investigate your complaint fully and objectively. An acknowledgement will be provided within three working days and a substantive reply within twenty working days.

Complaints
Crown Estate Scotland
6 Bells Brae
Edinburgh, EH4 3BJ

0131 260 6070

enquiries@crownestatescotland.com

If you remain dissatisfied with how your complaint has been dealt with, you can ask the Scottish Public Services Ombudsman to look at your complaint.  The SPSO cannot normally look at complaints:

  • where you have not gone all the way through our complaints handling procedure
  • more than 12 months after you became aware of the matter you want to complain about, or
  • that have been or are being considered in court.
The SPSO's contact details are:

SPSO, 4 Melville Street, Edinburgh, EH3 7NS

SPSO, Freepost EH641, Edinburgh, EH3 0BR

Freephone:  0800 377 7330

Online contact www.spso.org.uk/contact-us

Website:  www.spso.org.uk

 

Whistleblowing

All concerns will be taken seriously and investigated quickly. If you wish, your anonymity will be protected. If a proven disregard of our legal obligations or policies is established, appropriate action will be taken. You can contact us with any concerns at

enquiries@crownestatescotland.com

0131 260 6070