The Crofting Commission regulates
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.

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.

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).

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