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Customer Charters


Who Are We?

Most functions within the Department have a regulatory role, which is designed to ensure that the environment in which we live is as safe as it can be.

Licensing Services is responsible for processing a wide variety of applications and for providing advice and guidance on licensing issues.

Service Provided

Civic Government (Scotland) Act 1982

Taxis and Drivers, Private Hire Cars and Drivers, Second Hand Dealers, Second Hand Car Dealers, Metal Dealers, Itinerant Metal Dealers, Boat Hirers, Street Traders, Market Operators, Public Entertainment, Indoor Sports, Late Hours Catering, Houses in Multiple Occupation, Sex Shops, Public Processions, Public Charitable Collections, Knife Dealers, and Taxi Booking Offices.

Licensing (Scotland) Act, 2005

Premises licences for the sale of Alcohol, Personal Licences, Occasional Licences and Extended Hours.

Gambling Act 2005

Premises Licences, Casino, Bingo, Adult Gaming Centre, Family Entertainment Centre, Betting Premises and Lotteries.

General Licensing

Theatres, Cinemas, Gaming Machines, Lotteries and Amusements, Venison Dealers, Game Dealers, Poisons, Explosive Stores, Mixed Explosives and Fireworks.

We have a team of courteous and experienced staff who will be happy to offer advice and assistance with any enquiries you may have.

Service Standards

When you contact us either in writing or by email we will:

  • Endeavour to deal with general correspondence within 7 working days of receipt.
  • If the subject is complex, we will let you know within 7 working days of receipt of your letter when you will expect to get a full reply. We will also give you the name and contact telephone number of the person dealing with your correspondence.
  • Try to give you a full reply with as much information as possible.

When you contact us by telephone:

  • We will give our name and Section when answering the telephone.
  • We will try to deal with your telephone enquiry at the time or pass you to an Officer who can.
  • If the person you need to speak to is not available, you can choose to speak to someone else who can help. If you leave a message we will get back to you within 2 working days.

You can expect us to:

  • Be courteous and professional at all times.
  • Give you as much information and immediate advice as possible.
  • Observe privacy and confidentiality in all matters
  • Monitor and evaluate our performance
  • Give you a quality service at all times
  • Endeavour to provide clean, accessible public offices that ensure privacy, comply with occupational and safety standards and that facilitate access for disabled people and people with additional support needs.

Specific Service Standards

  • Process all applications for licences/permit/ permissions timeously.
  • Deal with your enquiries within 7 working days.
  • In the case of complaints against licence holders we will acknowledge receipt within 3 working days and keep you informed as to progress throughout any required investigations.
  • Courtesy, sensitivity, confidentiality, reliability and understanding at all times.

When You Ask For An Appointment

If you wish to make an appointment to discuss any aspect of the Service please contact our reception or for Civic Government telephone (01292) 617682 for Liquor (01292) 617683 for General (01292) 617684 and for Complaints (01292) 617687 to arrange a mutually convenient appointment.

Identification Of Staff

All Council staff are issued with identification cards, which they are expected to display prominently. The cards give the name, position and Department of the cardholder and they also include a photograph.

If Council staff are calling at your home or place of business, you are entitled to ask to see their identity card so you can satisfy yourself that they represent the Council. The details on the identification card can be verified by contacting the telephone number printed on the identification card.

Treating Everyone Fairly

South Ayrshire Council is committed to promoting equal opportunities for the community it serves.

What You Can Do To Help

  • Keep us informed of any changes in your personal circumstances that may affect any service that we provide to you
  • Attend any appointment in time, or let us know if you cannot do so
  • Behave in a considerate and polite way so we can give you and other customers the standard of service you would expect
  • Provide the information we ask for when we ask for it. This will help speed up the process.
  • Ensure that you read all information that we provide for you, it is to your benefit.
  • Please be patient as there will be times when we are exceptionally busy. We will however, make every effort to keep waiting times to a minimum.

What If I Am Not Satisfied?

If you are unhappy with any aspect of our service, please contact us and we will try to resolve any problems quickly. If we do not respond satisfactorily, you can take your complaint further by using the South Ayrshire Council's feedback procedure. You can get a leaflet titled 'Help Us To Get It Right' directly from ourselves or from any South Ayrshire Council Office. Alternatively you can phone 0300 123 0900 or email You can also use this procedure for comments, suggestions and complaints about other Council Services.

Any Suggestions?

We hope you will find this information helpful and that we continue to meet the standards we have set. Please let us know what you think by using the Council's feedback procedure or by contacting us directly at the address below.

How And When You Can Phone Or Contact Us

County Buildings, Wellington Square, Ayr, KA7 1DR
Telephone: 01292 617682

Opening Hours:
Monday to Thursday 8.45am to 4.45pm
Friday 8.45am - 4pm


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