Overview
The complainants, Mr and Mrs C, raised a number of concerns about the way in which VisitScotland handled their complaint about the Quality Assurance Scheme.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) inspection visits made to Mr and Mrs C's guest house were not in accordance with VisitScotland's usual procedure in so far as frequency and variation (day/night) were concerned (not upheld);
- (b) the standards that Mr and Mrs C required to achieve to increase their star grading were not specified sufficiently (partially upheld); and
- (c) Mr and Mrs C were not advised, in advance of their December 2006 inspection, that assessment standards had changed (not upheld).
Redress and recommendations
The Ombudsman recommends that, in relation to their current standards, VisitScotland ensure that inspection staff are clear about the standards pertaining to each star rating and that, as far as possible, these standards are specific and measurable.
VisitScotland have accepted the recommendations and will act on them accordingly.