National Records of Scotland

Preserving the past, Recording the present, Informing the future

Complaints Procedure

Complaints Procedure

This is a guide to the National Records of Scotland’s (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.

If you wish to complain or raise concerns about the services we offer, please contact us at:

Email NRS at[email protected]

Telephone: 0131 535 1311

Write:     The Business Management Unit
                National Records of Scotland
                HM General Register House
                2 Princes Street
                EH1 3YY


NRS Complaints Handling Procedure - A Guide for Customers (187 KB PDF)


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