Complaints policy

We welcome feedback from our members and visitors – whether we have done well, telling us where we can make improvements, or where there is an issue to be resolved.

In the event of a complaint, we will:

take all complaints seriously
seek to resolve complaints quickly and informally where possible
learn from complaints and make any appropriate changes
treat all complaints in confidence
manage your personal data appropriately.

Complaints procedure

The National Trust for Scotland follows a three-step procedure for resolving complaints.

Step 1: Contact our Supporter Care Team or a property

We want to resolve your complaint as quickly as possible. You can raise any immediate issues with staff at our properties and we will be happy to help you.

If you cannot report an issue immediately, you can make a complaint by contacting us online, in writing or by telephone.

Online: Contact Us

Telephone: 0131 385 7490

(Contact telephone numbers for individual properties are on our website at nts.org.uk)

In writing:

The National Trust for Scotland
Hermiston Quay
5 Cultins Road
Edinburgh
EH11 4DF

When we receive your complaint, we will either seek to resolve it there and then or, if necessary, direct it to the appropriate team and respond as quickly as possible.

Step 2: Contact our Senior Leadership Team

If you are not satisfied with our response, you can contact our Senior Leadership Team and we will seek to resolve your complaint.

Please write to:

Feedback and Complaints
The National Trust for Scotland
Hermiston Quay
5 Cultins Road
Edinburgh
EH11 4DF

Online: Contact form

Step 3: Contact our Chief Executive Officer

If you are not happy with our response from Step 2, you can raise the issue with our Chief Executive Officer.

Please send your complaint to:

Chief Executive Officer
The National Trust for Scotland
Hermiston Quay
5 Cultins Road
Edinburgh
EH11 4DF

Email: Plong@nts.org.uk

Your complaint will be reviewed and responded to promptly.

Managing personal data

We will process any personal data provided for the purposes of managing your enquiry and maintaining records. We will retain your data for six years from closure, or six years from the end of the year in which the last payment was made, if you are a member or donor. For further information about how we process personal data, please see our privacy policy.