Make a complaint

Home Have your say Make a complaint

If something goes wrong or you're dissatisfied with our services please tell us.

You can complain in person at our conservancy offices, in writing or via our contact form.

Raise a complaint via our contact form

Important! What we don't do

We often receives enquiries for issues that are the statutory responsibility of other organisations.

For example, you should not contact us on any issues with land and operations managed by Forestry and Land Scotland.

To help you get to the right place quickly, we've listed some of the main topics we often get asked about, together with details of how you can contact the right organisation.

What we don't do

How should I complain?

You can complain:

in person at any of our offices
- please contact us in advance to make an appointment
in writing
directly via our web contact form

When complaining please tell us:

your full name and contact details
as much as you can about the complaint
what has gone wrong
how you want us to resolve the matter

Complaints about grants, regulations or felling

Our Conservancy offices manage the local delivery of:

grant applications
forestry regulations
felling permissions

You should initially contact your local office with any complaint related to these matters.

You can do so by using our contact form.

The contact form also lets you raise complaints specifically for grants and felling.

Our complaints procedure

Our Model Complaints Handling Procedure provides full details of our complaints procedure and how to make a complaint.

Model Complaints Handling Procedure

It also tells you:

what you can expect from us
how to escalate your complaint if you're dissatisfied with the results of our complaints procedure

What if I'm still dissatisfied?

If, having gone through our complaints procedure, you're still dissatisfied you can appeal to the Scottish Public Services Ombudsman (SPSO).

Scottish Public Services Ombudsman (external website)

Unacceptable Actions

We follow the Scottish Government’s Unacceptable Actions Policy.

We believe that all correspondents and complainants have the right to be heard, understood and respected.

In turn, we expect our staff to be treated with dignity and respect.

Unacceptable Actions Policy (Scottish Government website)