The Scottish Register of Tartans

24 October 2017
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Complaints Procedure

The National Records of Scotland (NRS) is responsible for administering and running the Scottish Register of Tartans. The NRS is committed to providing you with the highest possible standard of service both online and in person. If things go wrong we would like to help you so please tell us when a problem arises.

To report technical difficulties with this site please email the NRS at

To complain about our services use the procedure set out below.

Making a complaint
If you wish to complain about our services you may wish to make a written complaint. The NRS welcomes any comments and suggestions. You can contact us by letter, e-mail or telephone as follows:

Postal address:
Customer Relations Officer
The Scottish Register of Tartans
The National Records of Scotland
HM General Register House
2 Princes Street
Edinburgh EH1 3YY

Telephone: +44 (0) 131 535 1395


Our procedure
The NRS aim to respond to you within 10 working days. If the complaint cannot be resolved immediately we will send you an initial acknowledgement of receipt. If we cannot respond fully within 10 working days, we will keep you informed on the progress of our investigation.

All complaints will be logged by the Customer Relations Officer, noting date, name and address, nature of complaint, action for resolution, branch(es) concerned and date by which response is due. The Customer Relations Officer will be responsible for answering the complaint and may have to consult colleagues.

A report on all complaints received giving a synopsis of key issues will be given to the NRS Management Board each quarter.

Response review
If you are still not happy with our response you can ask for your complaint and our response to be reviewed by our sponsoring department in the Scottish Government, which is independent and monitors all aspects of the NRS's business.

External review
If you are still dissatisfied having followed all the stages of the internal complaints system, you may apply to the Scottish Public Services Ombudsman.

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National Records of Scotland, H.M. General Register House, 2 Princes Street, Edinburgh, EH1 3YY
tel +44 (0) 131 535 1395 email: