Complaints
Loch Lomond & The Trossachs National Park Authority try to achieve a
high standard of service at all times. However, sometimes problems do arise. If
you wish to raise an issue with any aspect of our service, we need to know the
full details so that we can try to remedy matters.
This page tells you how to go about making a complaint. However, you should
note that we cannot accept complaints that cover legal matters, such as
planning decisions. If you are unhappy about a planning decision or other legal
matter, then you should take legal advice as quickly as possible from a
solicitor, legal advice centre or the Citizen’s Advice Bureau.
Making a Complaint
You should speak first to the person in the Park Authority with whom you
have the complaint or who deals with the aspect of the service that you are
complaining about.
If you are still dissatisfied after speaking with that person, you should put
your complaint in writing to the Head of Business Services at the address
below. You should include details of:
- the background to why you were dealing with the Park Authority
- any relevant information regarding your complaint
- details of contact that you have had by telephone or writing with the Park Authority and with whom
- details of how we can contact you by phone or in writing
If you have difficulties with communicating in writing, please let us know and
we can try to make alternative arrangements.
The Head of Business Services will acknowledge your complaint, normally within 14
working days of receiving it.
However, further information may sometimes be required, either from you or from someone within the organisation. If this happens, you will receive an explanation or a request for further information.
The Head of Business Services, or another senior manager as relevant to the subject of the complaint, will aim to respond to your complaint in full within 20 working days of you providing all the relevant information about your complaint.
Loch Lomond & The Trossachs National Park Authority
However, further information may sometimes be required, either from you or from someone within the organisation. If this happens, you will receive an explanation or a request for further information.
The Head of Business Services, or another senior manager as relevant to the subject of the complaint, will aim to respond to your complaint in full within 20 working days of you providing all the relevant information about your complaint.
Loch Lomond & The Trossachs National Park Authority
Carrochan
Carrochan Road
Balloch
Dunbartonshire
G83 8EG
Tel 01389 722600
Fax 01389 722633
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If you remain
unsatisfied with the response, you may appeal to the Chief Executive at the
same address outlining the grounds for your appeal.
Ombudsman
Finally, if you are still unhappy with the responses that you have received, then you have the right to lodge a complaint with:
Scottish Public Services Ombudsman
4 Melville Street
Edinburgh EH3 7NS
Tel 0800 377 7330
Fax 0800 377 7331
Email
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Website www.spso.org.uk
