Customer Care in SNH

Customer Care Standards

We try to treat all our customers with respect: be polite, helpful and efficient.

• We will answer telephone calls promptly.
• We will minimise occasions when you cannot contact us by 'phone.
• We will investigate and respond to all complaints
• If you apply for a job with us, we will treat your application quickly and fairly.
• We will ask our customers what they think and act upon the results.

We try to give good quality information and advice in a timely manner

• We will have an interesting and informative website.
• We will dispatch all publications promptly.
• We will respond to requests for information within statutory guidelines.
• We will respond to consultations within statutory or other official guidelines.
• We will respond to parliamentary questions and other requests from MPs and Members of the Scottish Parliament within required timescales.
• We will keep accurate records.
• We will promote national awareness of National Nature Reserves and aim to give visitors a better experience.

We try to provide services efficiently.

• We will respond to new licence applications quickly and effectively.
• We will make timely decisions on grant applications.
• We will pay grants within the standards of the Government's better payment practice code.