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Scran Complaints Procedure


Step by Step

  1. Our complaints procedure is easy to use and confidential.
  2. Web forms are provided throughout the site for simple corrections and requests for information.
  3. Specific complaints about our service and staff are treated seriously.
  4. You may make your complaint by email, telephone, fax or by mail.
  5. Your first point of contact is Neil Fraser. Contact details below
  6. Your complaint will be acknowledged within 5 working days and we will advise you of when we hope to resolve it.
  7. Our aim is to reach a satisfactory solution to your complaint within 30 days.
  8. The Customer Service Contact will represent your complaint within Scran and will seek a reply or resolution from the appropriate department.
  9. We will contact you with the solution and will provide this is writing if you require.
  10. If you are dissatisfied in any way, you may refer your complaint at any point to the Head of Enterprises who is responsible overall for our sales. Contact details below
  11. We will keep a copy of your complaint and any replies which are made securely.


Enquiry & Contact Form

Please use the Enquiry Form  


Customer Service Contact

Neil Fraser 
Customer Service Contact 
Historic Environment Scotland 
John Sinclair House 
16 Bernard Terrace 
EH8 9NX 

Tel: +44 (0) 131 662 1456  
Fax: +44 (0) 131 662 1477


Alternate Dispute Resolution: If you have already made a complaint and you remain dissatisfied with our decision on the outcome, you may refer to the Scottish Public Services Ombudsman.

EU Online Dispute Resolution Platform:


Historic Environment Scotland is statutory incorporation and a registered charity (Scottish Charity number SC045925) and Historic Scotland Enterprises Ltd is a wholly owned trading subsidiary registered in Scotland with company no. SC510997. Registered office Longmore House, Salisbury Place, Edinburgh EH9 1SH. Sales and Enquiries relate to  Canmore, Scran, NCAP, ScotlandsPlaces, and Britain from Above websites. Group VAT Number: GB  221 868 015