At Stilla Finest Scotland we understand our key role and influence in the sustainable development of tourism in Scotland. Therefore, we are committed to promoting sustainability. We aim to follow, implement and promote good sustainability practices to maximize positive impacts and minimize negative impacts on tourism of our operations and to influence our clients and partners to do the same.

1. Sustainability Management & Legal compliance

Sustainability commitment

• Stilla Finest Scotland Ltd.’s leadership is wholly committed to the company’s sustainability performance and endorses the company’s sustainability mission statement and policy. We will use the Travelife platform to report on our sustainability progress and to monitor and evaluate progress. We are committed to publicly communicating our sustainability performance by means of the Travelife report every two years.

Sustainability management & legal compliance

• Stilla Finest Scotland Ltd. commits to continuous improvement of sustainability practices, including the ongoing monitoring and evaluation of our sustainability policy, with dedicated personnel and resources to achieve our sustainability goals.
• Stilla Finest Scotland Ltd. follows all local, regional, national, and international regulations as we relate to human resources, human rights, children’s rights, land rights, environmental management, wildlife, and land use. We follow a clear Sustainability Policy, including a zero-tolerance policy for corruption, bribery, forced labor, and discrimination.

Commitment to sustainability management and practices

• We have an appointed employee, our Sustainability Coordinator, who is responsible for coordinating sustainability aspects throughout the whole company. We have a holistic approach to sustainability because we believe it to encompass all aspects of our ethos, from our overall mission to our day-to-day practices. In order to ensure this is clear, we clearly communicate our intentions and approach to clients, partners and providers.
• We currently have (and commit to keep updating) an accessible and written sustainability policy that aims for an improvement of the social, cultural, economic and environmental impacts of the company’s activities, which also includes employee related health and safety aspects.
• We collaborate and are involved in external forums and working groups which are supportive to sustainability in tourism.
• We conduct baseline assessments of our own performance on sustainable practices in line with TraveLife’s standards and recommendations. This includes guidelines and assessments to identify the sustainability performance of key providers.
• We are setting up and will keep updating a sustainability action plan with clear targets, actions, measures, responsibilities and time planning. Additionally, we documented procedures to monitor and evaluate the implementation of the sustainability policy, objectives and targets. Part of these procedures is also the communication of the Sustainability Policy to all our employees, who are all committed to the implementation and the improvement of the company’s sustainability efforts.
• In order to provide transparency to our clients, providers, and collaborators, we publicly report and communicate our efforts, progress, and initiatives.

2. Internal management: social policy & human rights

We recognize that our employees are our biggest asset for delivering meaningful travel experiences to our clients. Therefore, we maintain clear written and well-communicated internal management policy in the form of an employment contract.

Legal compliance

• We ensure legal compliance in all regards according to the national labor law of Scotland, our target destination and where we are based. This includes freedom of employment and contract termination with notice and without penalty, as well as obeying the national regulations concerning Minimum Age for Admission to Employment.
• We have a health and safety policy for employees which complies to the Scottish government’s guidelines: we adhere to STGA Health and Safety Policy (Scottish Tourism Guides Association).
• We do not hinder trade union membership, collective labor negotiations and representation of members by trade unions.

Fair contract conditions including fair compensation

• We provide liability insurance according to the national (Scottish) law.
• Wage rate is mentioned and updated each renewal based on the minimum wage requirements and raises published by the Scottish government each year. Overtime working hours are determined and compensated based on agreement.
• Employees are granted fixed paid yearly holiday and sick leave and unpaid annual leave allowance.
• We have a clear disciplinary procedure that is effectively communicated with employees.

A safe, healthy, and welcoming workplace

• We have first aid sets and trained staff are available at all relevant locations.
• We have documented effective procedures in place for employees to voice out their complaints and expectations.
• The Director takes special care to organize regular meetings with the whole staff to discuss ways to minimize stress at work and optimize the efficiency of the agency towards employee wellbeing, and to implement all the received feedback. These meetings also include an evaluation of employee satisfaction on a regular basis.

Inclusion and equal opportunity

• We prohibit discrimination regarding recruitment, conditions of employment, access to training and senior positions, or promotion in terms of gender, race, age, disability, ethnicity, religion/beliefs or sexual orientation.
• We encourage employment opportunities for persons with special needs.
• We offer inclusion and equal opportunities for all employees, particularly with regard to compensation, promotion, distribution of benefits, and professional development opportunities.
• We create opportunities for students to participate in traineeship/internship/apprenticeship.
• We ensure all employees have an equal chance and access to resources and opportunities for personal development through regular training, education.

Training opportunities

• We provide periodic guidance and training for employees on roles, rights and responsibilities regarding health and safety issues. This includes fire and relevant natural disasters.
• Including training on topics of sustainability, industry practices, improvement of work in various departments.
• Our company exclusively uses Evaneos as the only online platform to sell tours, not through any other third-party agency as we believe Evaneos to be the best one in Europe at the moment, and the only one able to recognize and enable us to practice to the fullest our sustainability efforts. As part of being Evaneos Partners, every member of our staff is required to take part in all of their trainings and webinars, especially those focused on sustainability.

3. Internal Management: Environment and community relations

We are committed to keeping the direct footprint of our business operations as minimal as possible and actively follow sustainability and environmentally-sound principles. We manage environmental impact as an integral part of our operations. It is our policy to assure the environmental integrity of our processes and products at all times.

Environmental management of office operations

• We continuously seek opportunities to improve our environmental performance by researching sustainability initiatives, measuring progress, and reporting our results, including (but not limited to): energy, water, paper, and carbon.

Waste management

• We actively reduce the use of disposable and consumer goods, as well as instructing our clients to always reduce, reuse, and recycle commodities and products instead of waste.
• We provide our clients with Audio Systems which are rechargeable and Bluetooth, in order to avoid the use of disposable batteries and ear sets.
• We favor the purchase of sustainable goods and services, catering supplies, giveaways and merchandise.
• We purchase products in bulk, to reduce the amount of packaging materials.
• We have eliminated the vouchers ticketing system for our clients, providing digital tickets and online resources in order to prevent the need of printed materials.
• We limit promotional materials exclusively to the following:
  • Business and greeting cards printed on environmentally friendly paper made of 100% recycled cotton, through a printing company that works with a certified environmental management system.
  • A sustainable welcome pack, including a reusable bottle for travellers in order to reduce the use of disposable plastic bottles. They are made of recycled organic material (wheat) by a local business.

Promoting environmental responsibility

• We promote participation and communicate our commitment to responsible environmental management by promoting environmental responsibility amongst our employees and stakeholders and soliciting input from them to better achieve our environmental goals.
• We minimize staff related travel and promote the use of sustainable modes of transport such as bicycle and public transportation.
• We financially encourage employees to use public transport or sustainable means of transport.
• We provide periodic guidance, training and/or information to all staff members, about their roles and responsibilities with respect to internal environmental practices.

Minimising pollution

• We primarily work remotely, reducing the usage of resources that would be required in an office setting.
• When we work in-person, we utilise a B-Corp certified co-working space, which makes sure to minimize the environmental and social impact of its location, including the following: energy use, light, noise, and any soil, water, or air contaminants, and avoiding use of any toxic or hazardous substances.
• We maintain and properly check motorized company vehicles, to reduce emissions and energy use and make sure they comply with the legal emission standards.

Respecting our surroundings

• We comply with land use, zoning and protected or heritage area laws and regulations when planning and designing tours across the country.
• We contribute to the protection and preservation of local historical, archaeological, culturally, and spiritually important properties and sites, and not impede access to them by local residents.

4. Partner Agencies and Providers

Our aim is to make sustainable development clear to each and every partner within our business. We only work with partner agencies that adhere to our sustainability standards.

In the entire process of developing and operating our travel packages, we expect partner agencies to act in the best interests of the surrounding communities and environment as well as our guests.

Choosing partner agencies and providers

• Since 2019 we are Evaneos Partners and we have pressured since the beginning for a better recognition of our sustainability efforts, embracing the platform’s growth in the sustainable tourism sector. Evaneos is the only online selling platform that we deem fit to our objectives and goals in the world of sustainable tourism.
• We only work with organisations who are truly implementing sustainability in their tourism policy.
• We pay attention to the local benefits of communities when selecting local accommodations and their social policy for employees.
• We keep a list of the sustainability practices of partner accommodations and agents and highlight these to our clients in our communication with them.
• We regularly evaluate the sustainability practices of our key partners to ensure their practices are truly sustainable.
• We carefully select our providers according to a number of sustainable factors which include, but they are not limited to, locally sourced and seasonal food produced by small companies and factories which play a vital role in rural communities.

Communicating with partner agencies and providers

• We raise awareness among key partners on the sustainable practices we care for, suggesting improvements and sharing ideas to shape their offer to our sustainability standards and needs, as well as national and international tourism standards.
• We inform key partners about our policies that we expect them to comply with. We also provide partner agencies opportunities for sustainability learning and management.
• We have a cooperation contract which abides to the national code of conduct for local partners to encourage their practices towards sustainability.
• We ensure that our providers comply with all relevant national laws protecting the rights of employees.

5. Transport

We try to ensure that vehicles used on tours do not cause more than average pollution. We believe that transport is an important aspect of sustainable tourism, and we do our best to decrease the average pollution level.

Transport providers

• We only work with transport providers that adhere to our Providers Code of Conduct.
• When selecting transport for guests and business related travel, we choose the most environmentally friendly options available for travelling to, from, and within the destination – taking into consideration distance, price, route, and comfort.

Transport practices

• Including sustainable (public) transport to the point of departure for the international/long distance journey proves very difficult for trips to Scotland (our target destination) from Southern European countries (our target public). In order to compensate, we specifically make choices that reduce GHG emissions from transport and select the most environmentally friendly transport options.
  • The Self-Drive itineraries we offer include limited daily mileage within a maximum 100 miles per day.
  • We promote Ferry transports and Slow Travel.
  • We offer multi-nights stays in the same areas, to maximize economic benefits to the areas we provide, and minimize daily car usage.
  • We categorically refuse to sell tours through mass-tourism affected areas during high season, in order to counteract traffic and pollution in these areas on our part.
  • When available and possible, we offer electric or hybrid cars solutions, bicycles and public transport itineraries.
  • We use and recommend appropriate vehicle sizes for group sizes and purchase the most efficient vehicles available.
  • We instruct drivers on eco-driving techniques and best practices.
  • Our tours have an average length of 8/10 days as we do not promote short stays, in order to make the international trip worthwhile and minimize the number of flights (air traffic) on our part.
• We select measurements and compensations for the unavoidable GHG emissions produced from transportation. Compensation is actively promoted to the clients through communication of best practices. Whenever possible, we select providers who offer the option to compensate for the unavoidable GHG emissions produced from their services.
• We integrate and promote as many sustainable accommodations, activities, and transports as possible in every tour we create.

6. Accommodations

We are contributing to a tourism supply chain that is fully sustainable. Our accommodation providers play an important role in achieving this, and are stimulated and motivated to adopt sustainable practices.

Accommodations we work with

• We only work with accommodations and restaurants that adhere to our Providers Code of Conduct, that are locally- and family- owned and managed, and employ local communities.
• We also work with accommodation providers that incorporate elements of local art, architecture, or cultural heritage while respecting the intellectual property rights of local communities.
• We offer incentives to accommodations that are actively engaging in sustainability.
• We do not contract accommodations, directly or indirectly that are involved in compulsory labour, or that employ children to complete work that is normally undertaken by adults. There are special working times and conditions for children (< 14 years old) working within the business, in accordance with the UN Convention on the Rights of the Child and the ILO convention 138.
• As a DMC active and based in Scotland, we abide by the Scottish Government’s guidelines on slavery and human trafficking which also applies to sexual exploitation, including that of children.
• In case of clear evidence that accommodations jeopardize the provision or integrity of basic services such as food, water, energy, healthcare or soil to the neighboring communities, it can be reason to terminate the cooperation with the accommodation. We have a dedicated list of accommodations we have tested and banned as a result of their non-compliance with our values and criteria.

Accommodations selection criteria

• In the accommodation selection process, we consider the sustainability practices of an accommodation by taking into account their sustainability management and social and environmental footprint.
• We favour the selection of accommodations that respect and protect land use, as well as respectfully highlight elements of local architecture, customs and traditions.
• We give clear preference to accommodations that work with internationally acknowledged and/or Travelife certification, such as those that are acknowledged by the Global Sustainable Tourism Council (GSTC). When no suitable certified accommodations are available, we give preference to accommodations with a positive and verifiable reputation on sustainability practices.

Communication with accommodation providers

• We clearly and actively communicate our sustainability objectives and requirements regarding accommodations to relevant accommodations providers.
• We encourage accommodations to follow best practices/trainings on responsible tourism.

7. Activities & Excursions

We value animal and community welfare extremely highly and aim at tours that only leave a minor footprint. We are safeguarding the authenticity of the communities and the natural environment, and are strongly against harming wildlife and polluting the environment.

Activity and excursion providers we work with

• We only work with excursion providers that adhere to our Providers Code of Conduct.
• All excursions and activities we include in our tours respect local customs, traditions, cultural integrity, and natural resources.
• We give preference to excursions and activities that benefit local communities, respect animal welfare and support environmental protection.
• We ensure that wildlife species are not harvested, consumed, displayed, sold, or traded, except as part of a regulated activity that ensures that their utilization is sustainable and in compliance with local, national and international law.
• Specifically when it comes to cetaceans and marine animals, we only collaborate with activity and excursion providers who adhere to the CET code of conduct and clearly communicate it to our clients. Furthermore, all certified STGA tour guides (which we exclusively employ) are required to adhere to the Scottish Outdoor Access Code: https://www.outdooraccess-scotland.scot.

Activity and excursion providers we do NOT work with

• We do not offer any excursions that harm humans, wildlife, environment, or natural resources such as water and energy, or which are socially and culturally unacceptable.
• We do not offer any excursions in which wildlife is held captive, except for properly regulated activities in compliance with local, national, and international law.
• We are not involved with companies that harvest, consume, display, sell, or trade wildlife species unless it is part of a regulated activity that ensures that their utilisation is sustainable and in compliance with local, national, and international law.

Sensitive activities

• We have an inventory of environmentally sensitive excursions we offer.
• We have a clear Providers Codes of Conduct in place for environmentally and culturally sensitive excursions we offer. These guidelines are actively communicated to guests as well as distributed and implemented by excursion providers and guides.
• We have skilled and certified guides to guide our guests in sensitive cultural sites, heritage sites, or ecologically sensitive destinations. We only employ guides that are recognized active members of the Scottish Tourist Guides Association (STGA) even if the profession of tour guides in Scotland is not limited to certified guides nor specifically regulated.

Communication with Providers

• We communicate our sustainability objectives and requirements to relevant excursion providers by distributing this information via code of conducts, social media, email, discussions, and/or meetings, to minimise negative visitor impact and maximise enjoyment.
• We provide excursion and attraction providers opportunities for sustainability learning and management.

Communication with Clients

• We advise guests on behaviour standards during excursions and activities with a focus on respecting the local culture, nature, and environment.
• We promote and advise our guests on excursions and activities which directly involve and support local communities by purchasing services or goods, traditional crafts and local (food) production methods, or visiting social projects.
• We promote and advise our guests on excursions and activities which support local environment and biodiversity such as visiting protected areas or environmental protection projects.

8. Tour leaders, local representatives, and guides

We involve as many locals as possible by employing them in the tourism business. We stand for a fair and safe working environment that supports and respects local communities.

• We exclusively hire qualified local guides, porters, drivers and other local staff, paying them living wages and providing safe and fair working conditions.
• We ensure that our local providers comply with all applicable international, national, and local laws and regulations, industry minimum standards, and any other relevant statutory requirements whichever requirements are more stringent.
• We understand that guides are the intermediaries between the guests and the socio-cultural and environmental context of the destination, conveying the appropriate behaviour to them. Therefore, we make sure that all guides we hire are qualified and trained regularly. STGA Guides are required to collect 40+ hours of CPD activities (constant professional development). This means all the guides we employ as well as the Director of our Company.
• We ensure that our local employees are informed on relevant aspects of our sustainability policy and comply with it.
• We provide guides with learning opportunities on sustainability topics.
• We having our tour leaders, local representatives and guides inform clients on relevant sustainability matters in the destination (e.g. protection of flora, fauna, and cultural heritage, resource use), social norms and values (e.g. tips, dressing code and photography) and human rights (e.g. sexual exploitation).

9. Destination

We maximize positive impacts and minimize negative impacts at destination to ensure the sustainable development of the places that we operate in.

Sustainable destinations

• We only work in Scotland, a country that has committed to sustainability as an integral part of community and destination development.
• We consider sustainability aspects in the selection process of new destinations and offer alternative, non-mainstream destinations, thereby sending all of our clients to secondary or lesser-known tourist areas to avoid overtourism.
• We always advise our clients on the attractiveness of our off the beaten track destinations in the Country and on the advantages of travelling outside peak season months, in order to minimise and counteract the impacts of mass tourism on the Country.
• We explicitly refuse to select destinations in which tourism leads to structural negative local effects or that have a questionable human rights track record.

Contribution to local communities and local economic network

• We source locally and responsibly, supporting local and traditional arts and culture.
• We exclusively select local providers, restaurants and shops for our clients.
• We encourage guests to shop responsibly and educate them about illegal, prohibited, and forbidden souvenirs.
• We respect and advocate for all human rights (i.e. children’s rights, women’s rights, labour rights, etc.) as well as land rights.
• We collaborate with other local tourism stakeholders — such as the local government, other tourism businesses, academia, and community groups — to further the sustainable tourism development of the destination.
• We support initiatives that improve the relationships between (accommodation) providers and local producers.
• We also strive to make sure our clients adhere to and employ sustainable practices and support the communities they visit (i.e. Visit Scotland Food and Drink, Taste Our Best, and Visit Scotland Sustainable and Responsible Tourism Campaigns).

Environmental stewardship

• We ensure natural resources remain intact.
• We select destinations which do not necessarily need the use of internal flights or that are alternatively reachable by ferry, and are therefore reachable through more sustainable means of transport.
• We comply with legally based spatial planning, protected areas and heritage regulations.  Also with destination management strategies of local, regional and national authorities.
• We influence and support local government (when possible, together with other travel companies and stakeholders) concerning sustainability, destination planning and management, use of natural resources and socio-cultural issues.
• We support biodiversity conservation, including protected areas and areas of high biodiversity, through financial contribution, political support, and integration in product offers.
• We educate guests about the principles of responsible travel and responsible visitor behaviour.
• We do not allow the purchase of souvenirs containing threatened flora and fauna species, any illegally obtained historic/archaeological artefacts, drugs or illegal substances, and abide by local and international laws in place to prevent this.

Environmental campaigns

• We are involved in non profit projects that revolve around what we care for most. Here are some examples:
  • We collaborated with “Cartoline” (italian for “Postcards”) by Instaura, by promoting outstanding small scale examples of Sustainability in Scotland through articles and pictures of these beautiful works on our social networks.
  • We post on our Facebook and Instagram pages where you can learn more about sustainability efforts of our providers (such as the Blackthorn Sea Salt Tower in Ayrshire, the Crawick Multiverse in Galloway and the Lobster Hatchery in North Berwick just to name a few examples).
  • We have been involved in the Glasgow Open Doors Days Festival (in 2021), teaming up with Slow Food Glasgow to design and deliver free tours of Glasgow’s Old Food Markets.

Protection of biodiversity

• We are official partners, as the only tour operator, of Sea Watch Foundation UK, a charity promoting, through events and active research, the conservation and protection of Cetaceans. In collaboration with Sea Watch, we designed a unique tour focused on the observation of dolphins and whales in Scotland where the guests have the fantastic opportunity to become researchers themselves as they are encouraged to record evidence of the sightings playing an active role in the data gathering process vital to the Sea Watch’s core mission.
• We support the Slow Food campaign “Adopt an Apple Tree” for a long lasting contribution to the climate change topic within the Cop26 initiatives in Glasgow, purchasing rare species of fruit trees which will improve the protection and conservation of local biodiversity.
• We created and promoted the Scottish Slow Food Ark of Taste Map which is now embedded in the Slow Food Glasgow website.

Promotion of local produce

• We promote locally sourced produce, through an exclusive partnership with Slow Food UK (we are the only local agency in Scotland to do so): by choosing our tours, our guests actively support the conservation of endangered recipes, products and specimens which are tangible proof of the many local sustainable practices of food preservation, production and nutrition Scotland had in the past.
• We are actively involved in the creation and continuous development of the Glasgow Sustainable Food Places Directory in cooperation with the Glasgow Food Policy Partnership, listing the most sustainable food shops and places to eat in Glasgow, along with a downloadable leaflet for environmentally-conscious consumers. We also took an active part in the Glasgow City Food Plan Public Consultation.

10. Customer communication and protection

Customer welfare and information are very important to us. At Stilla Finest Scotland, we ensure clear and constant communication and high protection to our clients.

Privacy

• We ensure that customer privacy is not compromised.
• We maintain a clear privacy policy (see Privacy Policy below). This ensures legal compliance in all regards, that customers and their data are protected, and that customers know how their information is being used.

Marketing and communication

• We offer products and services that do what we claim in our communications.
• We make product and price information clear, complete and accurate, with regard to the company and its products and services, including sustainability claims.
• We honour our commitments and promises.
• We are anti-greenwashing and stand behind our sustainability claims.
• We are inclusive and representative in our marketing, and to always take into account cultural, religious, and ethnic sensitivities.
• We make available a company guideline for client consultation, which is followed by client advisors.

Sustainability communication

• We inform clients about the social and environmental impact of their journey and educate them about the sustainable choices they can make.
• We promote (certified) sustainable accommodations, excursions, packages and transport options, ensuring they are recognizable to our clients and presented as the better option.
• We inform clients about sustainable options concerning accommodations, excursions, package holidays and transport options.
• We inform clients about sustainability commitments and actions.
• We provide Information to clients about the natural surroundings, local culture and cultural heritage in the destinations.
• We offer activities and excursions that benefit the local communities and environmental protection.
• We inform consumers about key sustainability aspects and issues in the destination and provide recommendations on how they can make a positive contribution, for example by donating to local charities and sustainable initiatives.
• We provide clients with documented guidelines for sensitive excursions and activities, to minimize negative visitor impact and maximize enjoyment.

Customer experience

• We maintain open lines of communication with our customers and encourage feedback at any time and on any topic, particularly sustainability.
• We aim for all customer experiences to be positive, and follow strict health and safety, marketing, and excursion policies to ensure customer satisfaction.
• We inform customers about risks and precautions related to health and safety matters in the destinations.
• We keep a contact person and a telephone number permanently available for emergency situations.
• We train personnel and keep guidelines available on how to deal with emergency situations.
• We inform clients about the environmental impact of different transport options to reach the destinations (in case these are not included in the package), and offer sustainable alternatives, where available.
• We measure client satisfaction systematically and take into account the results, for service and product improvements.
• Have clear procedures in case of complaints from clients. Our communication techniques with clients keeps complaints to a minimum (or non-existent). Throughout the trip, we invite our clients to give us specific feedback in order for us to improve our offer. Whenever complaints arise, it’s always immediately compensated by a practical and financially measurable action (immediate refund, extra service, extra attention at our expenses, etc.)

This document is in line with the Scottish Tourist Guides Association’s Health and Safety Policy and Requirements.

1. STATEMENT OF GENERAL POLICY

1.1 The Company fully accepts the obligations placed upon it by the various Acts of Parliament covering health and safety. The Company requires its Director to ensure that the following policy is implemented and to report annually on its effectiveness.

2.MANAGEMENT ORGANISATION AND ARRANGEMENTS

Introduction

2.1 This policy has been prepared and published under the requirements of Health & Safety at Work legislation. The purpose of the policy is to establish general standards for health and safety at work and to distribute responsibility for their achievement to all managers, supervisors, and other employees through the normal line management processes.

3. MANAGEMENT RESPONSIBILITIES

Director

3.1. The Director has overall responsibility for the implementation of the Company’s policy. In particular she is responsible for ensuring that the policy is widely communicated and that its effectiveness is monitored. Stilla Finest Scotland’s Director is also the nominated Safety Officer of the company.

Director and Staff

3.2. Director and staff are wholly accountable to the Director for the implementation and monitoring of the policy within the area of their specified responsibility.

Safety Officer

3.3. The Safety Officer is responsible for co-ordinating effective health and safety policies and controls across the organisation.

3.4.The Safety Officer is responsible for:
• the production and maintenance of the Company’s policy and ensuring that Office Guidelines are consistent with policy;
• its application;
• monitoring and reporting on the effectiveness of the policy;
• the provision of general advice about the implication of the law;
• the identification of health and safety training needs. The safety officer also acts on behalf of the Director as the Company’s formal link with the Health and Safety Executive, Environment Health Departments and other external agencies;
• the production and maintenance of Health and Safety Codes of Practice for each aspect of the services within the Company.

4. HEALTH AND SAFETY MANAGEMENT PROCESS

4.1. The Company believes that consideration of the health, safety and welfare of staff is an integral part of the management process. The provision of the Health and Safety at Work etc Act, associated Codes of Practice and E.C. Directives will be adopted as required standards within the Company. Responsibility for health and safety matters shall be explicitly stated in job descriptions.

4.2. The Company requires staff to approach health and safety in a systematic way, by identifying hazards and problems, planning improvements, taking executive action and monitoring results so that the majority of health and safety needs will be met from locally held budgets as part of day-to-day management, although many health and safety problems can be rectified at little additional cost.

4.3. For major additional expenditure, cases of need will be submitted by staff to the Director for approval.

4.4. If unpredictable health and safety issues arise during the year, the Director must assess the degree of risk, in deciding the necessary resources and actions to commit to addressing these issues.

5. HEALTH, SAFETY AND WELFARE GUIDELINES

5.1. It is the policy of the Company to produce appropriate health and safety policies or guidelines. These should embody the minimum standards for health and safety for the office and the work organised within it.

5.2. It shall be the responsibility of the Director to bring to the attention of all members of staff the provisions of the guidelines.

6. IDENTIFICATION OF HEALTH AND SAFETY HAZARDS – ANNUAL AUDIT AND REGULAR RISK ASSESSMENTS

6.1. The Company relies on a combination of coworking spaces and remote working and relies on the examination of health and safety performances against established standards exclusively in the coworking spaces used as office carried out by the Service Provider, at least annually. The Service Provider sets the standards and reviews to which the company adheres:
• office guidelines;
• relevant regulations;
• environmental factors;
• staff attitudes;
• staff instructions;
• methods of work;
• contingency plans;
• recording and provision of information about accidents and hazards and the assessment of risk.

6.3. The responsibility for ensuring that audit activity is carried out as part of this policy rests with the coworking space Service Provider and will be carried out by their own Safety Officer.

6.4. Staff have a continual responsibility for the elimination of hazards in order to maintain a safe working environment.

8. TRAINING

8.1. Health and Safety training shall be incorporated within annual training programmes, as part of the development of a systematic training plan. Health and Safety training needs will, therefore, be identified and planned for in the same manner as other training needs.

9. MONITORING

9.1. The Company makes sure to take regular vision of the coworking premises Health and Safety Procedures and Policy and to ensure the health and safety of the staff.

10. REPORTS TO THE HEALTH AND SAFETY EXECUTIVE

10.1. The responsibility for meeting the requirements of the Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 1985 to the Health and Safety Executive, shall rest with the Director as appointed Safety Officer.

13. FIRST AID

13.1. It is the policy of the Company to make provision for First Aid and the training of ‘First Aiders’ in accordance with the First Aid Regulations (1982). The Safety Officer is responsible for ensuring the Regulations are implemented and for identifying training needs.

14. FIRE

14.1. The Company relies on the guidelines and adheres to the rules set and provided by the nominated Safety and Fire Officer of the coworking space Service Provider.

17.NON-SMOKING ON COMPANY PREMISES

17.1. The Company agrees to the non-smoking guidelines set by the coworking space Service Provider.

19. COMPUTER INSTALLATIONS AND VISUAL DISPLAY UNITS

19.1. All new computer installations must adhere to the British Standard Specifications and comply with the Health and Safety (Display Screen Equipment) Regulations 1992. All new employees operating VDUs are issued with a copy of the Health and Safety Executive Booklet entitled ‘Working with VDUs’. New employees who regularly use VDUs will be required to undergo sight screening.

20. CONTROL OF WORKING TIME

20.1. The Company is committed to the principles of the Working Time Regulations. No member of staff is expected to work more than 48 hours per week (including overtime) unless there are exceptional circumstances. Similarly all other requirements of the regulations e.g. in relation to breaks, night workers etc. will be complied with.

21. HEALTH AND SAFETY AND THE INDIVIDUAL EMPLOYEE

21.1. The Health and Safety at Work Act requires each employee ‘to take reasonable care for the Health and Safety of himself and of other persons who may be affected by their acts and omissions’ and co-operate with management to enable management to carry out their responsibilities under the Act. Employees have equal responsibility with the Company for Health and Safety at Work.

21.2. The refusal of any employee to meet their obligations will be regarded as a matter to be dealt with under the Disciplinary Procedure. In normal circumstances counselling of the employee should be sufficient. With a continuing problem, or where an employee leaves themself or other employees open to risk or injury, it may be necessary to implement the formal stages of the Disciplinary Procedure.

22. PEOPLE WORKING ON COMPANY PREMISES NOT EMPLOYED BY THE COMPANY

22.1. Persons working in the Company premises who are employed by other organisations are expected to follow Company Health and Safety Policies with regard to the safety of Company employees, their own personal safety (and that of other parties such as the general public if appropriate) and their method of work. This responsibility will be included in contracts or working arrangements. Similarly seconded Company employees working in other host premises will be expected to follow the host employers Health and Safety Policy.

23. VISITORS AND MEMBERS OF THE PUBLIC

23.1. The Company wishes to ensure that as far as is reasonably practicable, the Health, Safety and Welfare of visitors to Company establishments will be of the highest standard.

23.2. Any member of staff who notices persons acting in a way which would endanger other staff, should normally inform the Safety Officer. If the danger is immediate, common sense must be used to give warning, call for assistance or give aid as necessary. It is equally important not to over-react to a situation.

24. CONTRACTORS

24.1. The Company wishes to ensure that as far as is reasonably practicable, the Health, Safety and Welfare of Contractors working in the Company’s establishments will be of the highest standards. In addition, Contractors and their employees have an obligation so far as is reasonably practicable to ensure all equipment, materials and premises under their control are safe and without risks to health.

24.2. Contractors must also observe the Company’s Fire Safety Procedures. These obligations will be drawn to the attention of the Contractors in the contract document issued to them. In addition a Company Manager will be identified in the contract as having authority to stop the work of Contractors who are placing themselves, other staff, or visitors at risk. Any member of staff who judges there is a risk where contractors are working, should inform the Safety Officer immediately.

24.3. In tendering, Contractors will be asked to confirm they have a written Health, Safety and Welfare Policy. The Safety Officer will be responsible for monitoring the Health and Safety performance of the Contractor and the Contractor’s performance will be a factor in deciding whether or not to invite the Contractor to tender again.

At Stilla Finest Scotland, we are committed to promoting sustainable tourism and minimizing our environmental impact. As part of this commitment, we have developed a Sustainable Excursions Policy to outline the standards and expectations for our activity providers.

This policy outlines the key sustainability principles that we expect our activity providers to adhere to. By working together, we can ensure that our tours and activities have a positive impact on the environment and local communities.

ATV

Boat-Based Marine Wildlife Viewing

Captive Animals

Diving Snorkelling

F&BServices

Fishing

Heritage Sites

Tour Guides

Transport Services

Visiting Farms

Wildlife Viewing

For more information, see the following page: ATTA’s partner in sustainability education and certification for tour operators.

VisitScotland and the STGA (Scottish Tour Guides Association) encourage visitors to be responsible and respectful when visiting Scotland by following the Scottish Outdoor Access Code. This code applies to most land and inland water in Scotland. It’s based on three principles: respecting others, caring for the environment, and behaving responsibly:

• Respecting others: This includes respecting the rights of landowners, farmers, and other outdoor users. It also means being considerate of wildlife and livestock.
• Caring for the environment: This means minimizing your impact on the natural environment. Be sure to take all your litter home with you and avoid damaging plants or wildlife habitats.
• Behaving responsibly: This means acting safely and planning ahead for your trip. Be aware of the weather conditions and make sure you have the appropriate clothing and equipment.

Specific Guidelines:

• Be considerate of wildlife: Don’t disturb wildlife or their habitats. Keep your distance and avoid making loud noises.
• Take litter home: Always pack out what you pack in. Leave no trace behind and dispose of your waste properly.
• Use low-carbon transport: Consider traveling by public transport, bike, or foot whenever possible. This will help to reduce your carbon footprint.
• Explore landscapes: Take your time and explore Scotland’s beautiful landscapes, nature, and culture. There’s so much to see and do!
• Shop and eat local: Support local businesses by buying local products and eating local food. This is a great way to experience Scottish culture and help the local economy.
• Be prepared: Dress appropriately for the Scottish weather conditions. Be sure to wear layers so you can adjust to changing temperatures. Always check the forecast before you head out and be prepared for rain, wind, and even snow.

By following these guidelines, we can all help to ensure that everyone can enjoy Scotland’s beautiful outdoors for generations to come.

Illegal souvenirs:

While Scotland offers a wealth of unique souvenirs, it’s important to be aware of items that are illegal to purchase or export. Here are some examples of illegal souvenirs in Scotland:

1. Wildlife and Animal Products

• Endangered Species: It’s illegal to take souvenirs made from endangered or protected animals, including items like ivory, skins, feathers, and bones.
• Birds’ Eggs: Collecting or selling bird eggs is prohibited, especially those from protected species.
• Animal Trophies: Certain animal trophies like antlers or skins from protected species are illegal to collect or trade. Red Deer and Roe Deer antlers are common souvenirs and are legal to purchase.

2. Cultural Artifacts

• Ancient Relics: It is illegal to remove historical items, such as ancient stones, pottery, or artifacts from archaeological sites. Taking such items from protected locations like ancient castles or monuments can lead to legal consequences.
• Items from Graveyards: Taking anything from a grave or graveyard, including gravestones or human remains, is illegal.

3. Unlicensed Scottish Whiskey Bottles

• Counterfeit Whiskey: It’s illegal to purchase or sell counterfeit whiskey, including bottles that may be incorrectly labeled or fraudulently marketed.
• Whiskey for Export: Some whiskey brands have restrictions on how and where they can be exported. Ensure the whiskey you buy for souvenirs is properly labeled for export.

4. Plants

• Protected Plants: Certain rare plants and flowers are protected by law. It is illegal to pick or remove any endangered or protected species of plant from national parks, nature reserves, or other protected areas.

5. Stone or Sand

• Stones and Pebbles: Taking stones from beaches, particularly those that are protected, is illegal in certain areas, like the Isle of Skye, where tourists have been known to take rocks as souvenirs. This is usually to preserve the natural environment.
• Sand: In some places, taking sand or pebbles from beaches is prohibited to protect local ecosystems.

6. Items from Nature Reserves

• Fossils and Geological Specimens: In protected areas, such as nature reserves or national parks, removing fossils, rocks, or minerals is illegal.

7. Artifacts from Battlefields or Historic Sites

• Artifacts from Historic Battlefields: Taking artifacts, like weapons or equipment, from battlefields or historical sites is strictly prohibited under the Treasure Trove laws in Scotland.

8. Items Associated with Disturbing Scottish Traditions

• Celtic or Pagan Ritual Items: While Celtic-inspired items are popular souvenirs, be cautious of items marketed as “ritual objects” related to paganism or the occult. In some cases, these may be linked to practices that dissuade from commercialization.

To avoid purchasing illegal souvenirs, it’s important to be mindful of where you are buying items and to ask questions about their origin. If you’re unsure about the legality of a particular souvenir, it’s best to err on the side of caution and avoid purchasing it.

Sustainability Codes of Conduct for Consumers for each type of activity / excursion are available in the following documents:

Aircraft Activities

All Terrain Vehicles – ATVs

Boat-Based WildlifeViewing

Captive Animals

Diving-Snorkeling

Fishing

Food-Beverage Services

Game Drives, Safaris, Walks

General Traveler Tips

Guiding Services

Horse Riding, Pony Trekking

Motorised Boating

Nature Open Vehicle Drives

Non-Motorised Boating

Shopping

Spa, Massage

Transport Services

Visiting Farms

Visiting Heritage Sites

Volunteering

Walking, Hiking, Trekking

Working Animals

Complaints Procedure

Stilla Finest Scotland Ltd., in the rare occurrence that a complaint arises, commits to deal with it immediately. We do it by:

• Requesting feedback on the tours: During the tours themselves and within 48 hours from their conclusion.
• Identify possible problems: Listening to the complaint without interrupting.
• Taking Action and Resolving the issue as fast as we can by:
  • A calm and professional approach
  • Apologies and empathy
  • Immediate compensation/refunds (monetary or extra services)
• Follow up: Check in with the customer to ensure the issue has been resolved.
• Learn from the problem: Analyze what happened and how to improve the process in collaboration with the relevant people and providers.

Every Member of the staff is trained to perform these actions, with a clear decision making process within the team.

Stilla Finest Scotland is committed to protecting the privacy and security of your personal information. This Privacy Policy outlines how we collect, use, disclose, and safeguard your data.

Information We Collect:

We may collect personal information from you, such as your name, contact information, travel preferences, health conditions (when relevant to the trip planning). This information is collected through various channels, including our website, email communications, and booking forms. All payments are made online through a Secure Payment Link (Go Cardless, Dripe, Xero), so we do not access or store your banking details or information.

How We Use Your Information:

We use your personal information for the following purposes:

• Processing bookings and reservations: To fulfill your travel arrangements and provide customer support.
• Communicating with you: To send you important updates, confirmations, and personalized recommendations.
• Improving our services: To analyze customer preferences and tailor our offerings to your needs.
• Complying with legal obligations: To comply with applicable laws and regulations.

Data Security:

We implement robust security measures to protect your personal information from unauthorized access, disclosure, alteration, or destruction. These measures include:

• Encryption: We use encryption technology to protect sensitive information.
• Access Controls: We limit access to your personal data to authorized personnel.
• Regular Security Audits: We conduct regular security audits to identify and address potential vulnerabilities.

Data Retention:

We retain your personal information for as long as necessary to fulfill the purposes outlined in this Privacy Policy or as required by law. We will securely delete or anonymize your data when it is no longer needed.

Your Rights:

You have the right to access, rectify, or erase your personal data. You may also have the right to restrict processing, object to processing, and data portability. To exercise these rights or for any privacy-related queries, please contact us at stillafinestscotland@gmail.com.

Changes to This Policy:

We reserve the right to modify this Privacy Policy at any time. Any changes will be posted on our website, and we may notify you via email.

By using our services, you consent to the collection and use of your personal information as described in this Privacy Policy.

For further information, please visit the this page.

The popular online travel platform Evaneos, awarded Stilla with the prestigious “Local Hero Award” as a tour operator in Scotland which combines sustainability and environmental awareness in all its trip offers, adhering to a very strict Code of Conduct.

We have also been awarded with the Gold Green Tourism Award for Scotland and we are constantly working in order to develop our Green Action Plan in order to reduce Stilla’s Carbon Footprint. In November 2021, we have been awarded the Second Prize as Best Newcomer at the Scottish Italian Awards.

Stilla Finest Scotland is happy to announce that we have engaged with the Travelife for Tour Operator & Travel Agents scheme. Travelife for Tour Operators and Travel Agents is internationally recognized and supported by the global travel industry as the preferred sustainability training, management and certification program for sustainability in tourism. Moreover, Travelife standards are formally recognized by the Global Sustainable Tourism Council (GSTC).

Travelife is a three-stage certification program for tour operators and travel agents: (1) Travelife Engaged; (2) Travelife Partner and (3) Travelife Certified. We are at stage 1 – Travelife Engaged. We are working to move forward to stage 2 – Travelife Partner. To reach the Travelife Partner, we must meet the standard of over 100 sustainability criteria that can be grouped into five key areas: Office operations; Product development; Working with suppliers; Customer relations and destinations.

Through regular training, raising awareness among our staff & our suppliers, and developing a culture of sustainable management and practices, Stilla aims to achieve the certification Travelife Certified, the third and highest level of the Travelife certification scheme by 2025.

Our aim is to strengthen our commitment to sustainability management and to turn it into consistent sustainable business practices in tourism. From an industry ethical perspective, we believe sustainability statements should be third-party justified and certified. That’s why we chose Travelife for Tour Operator & Travel Agents for our sustainability engagement.

The Small Business Heroes champions the incredible contributions of small businesses like ours to the UK’s vibrant hospitality industry. We are thrilled to announce that Stilla Finest Scotland has been awarded the prestigious Hospitality Hero Award 2024 by Small Business Heroes! This fills us with immense pride and motivates us to continue exceeding expectations and setting new standards for guest service.