Customer care standards

We believe you should always receive the best service from us. Here are the standards you can expect.

Our role

We regulate crofting, which means we oversee the system and make sure everyone follows the rules. Because of this, we cannot help you fill out application forms.

However, we have made the process as simple as possible. You can find all the forms and step-by-step instructions on our online portal.

Contacting us

Our office is open from 9am to 4.30pm, Monday to Thursday, and from 9am to 4pm on Friday.

Meet with staff

If you want to meet a member of our team, please make an appointment at least one week in advance. Let us know what you'd like to talk about so we can prepare.

Email: info@crofting.gov.scot

Telephone: 01463 663439

We aim to see you within 10 minutes of your scheduled time.

For general questions

Emails: We will respond to your email within 10 working days. If your question is simple, we'll answer it right away. If it's more complex, we'll let you know we have received your enquiry and will then create a case to manage it.

Phone calls: We will answer your call or return your message within 48 hours. If we can't answer your question right away, we will respond within 10 working days.

Please note: We do not accept letters with insufficient postage. They will be returned to you by the Royal Mail.

Other standards

Media enquiries: We try to respond to all media requests within two hours. If that's not possible, we'll let you know.

Our performance: You can see how we are doing by reading our annual report [link]

Regulatory applications: We will give you the correct form and, if you ask, discuss your proposals in general terms. We will always confirm that we have received your application.

Finance: We aim to pay all invoices within 10 days.