Introduction
Great service is at the heart of what we do. We aim to provide the best public service for Scotland by 2030.
This charter explains what you can expect from us and how you can help us give you the best service possible.
The information in the tables below will be updated twice a year in Spring and Autumn.
Who are our customers?
Our customers include members of the public, legal and property professionals such as solicitors and conveyancers, businesses, and anyone who uses our services.
Customer Satisfaction
Read the most update information on customer satisfaction.
Customer effort – making things easy
| Group | Target | Spring 2026 | Autumn 2026 |
|---|---|---|---|
| Legal and property professionals, businesses | 3.4 or less | 3.1 | - |
| Members of the public | 4.0 or less | 4.0 | - |
| Everyone combined | 3.7 or less | 3.5 | - |
Calls
| Category | Target | Spring 2026 | Autumn 2026 |
|---|---|---|---|
| Calls answered | To answer 95% of all calls. | 97.2% | - |
| How fast we answer your call | 80% of calls answered in 20 seconds or less. | 84.3% of calls answered in 20 seconds or less | - |
Right first time
| Group | Target | Spring 2026 | Autumn 2026 |
|---|---|---|---|
| Legal and property professionals, businesses | 70% | 73.3% | - |
| Members of the public | 70% | 59.2% | - |
| Everyone combined | 70% | 65.8% | - |
Turnaround times
Registration casework turnaround times
Read the latest registration casework turnaround times,
Customer service turnaround times
| Target | Spring 2026 | Autumn 2026 |
|---|---|---|
| 90% of customer service cases resolved in 5 days. | 93.5% of customer service cases are resolved within 5 business days | - |
Complaints turnaround times
| Target | Spring 2026 | Autumn 2026 |
|---|---|---|
| Full response within 20 working days. | 100% of complaints were answered within 20 working days | - |