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Complaints Procedure

April 2012

This is a guide to the National Records of Scotlandís (NRS) complaints procedure.

We aim to provide high quality services and information for all our customers and continually look for ways to improve. On the rare occasions when we receive complaints we look to resolve them quickly and also learn from them.

Our standards of service are there to inform customers of what they can expect from us and to give us targets to consistently aim for. We recognise, however, that there may be occasions when we do not get it quite right. Having a complaints procedure ensures that any concerns about the service we provide are dealt with speedily and fairly. All complaints are taken seriously and a full response will be given to any concerns raised. We review our complaints procedure regularly.

We also welcome any comments or suggestions on how we might improve things. You can make suggestions by contacting our Complaints team using our Contact form.

 

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Page last updated: 3 July 2014


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