Complaints handling procedure
Loch Lomond & The Trossachs National Park Authority is committed to providing high-quality customer services. We value complaints and use information from them to help us improve.
We also believe that complainants have a right to be heard, understood and respected and we work hard to be open and accessible at all times.
This page describes our complaints procedure, how to make a complaint and tells you what you can expect from us.
Loch Lomond & The Trossachs National Park Authority defines a complaint as being:
'An expression of dissatisfaction by one or more members of the public about Loch Lomond and The Trossachs National Park Authority’s action or lack of action, or about the standard of service provided by or on behalf of Loch Lomond and The Trossachs National Park Authority.'
How do I complain?
If you complain directly to the member of staff you are dealing with, it may be possible to solve the problem quickly and easily.
- visit us at any one of our offices
- phone us on 01389 722600
- write to us at LLTNP HQ, Carrochan, Carrochan Road, Balloch, G83 8EG
- fax us on 01389 722633
- contact us online.
You can download a copy of our Complaints Handling Procedure – A Guide for Customers which will tell you what you can expect from us. Our Unacceptable Behaviours Policy complements our Complaints Procedure, and applies to relationships we have with members of the public either visiting or contacting us.
We record all complaints and publish a summary each year in our Annual Report. We accept complaints up to 6 months from the date of the original issue.
Stage 1 – frontline resolution
Frontline resolution aims to quickly resolve straightforward complaints that require little or no investigation. We aim to do this within 5 working days.
If for any reason we aren’t able to resolve your complaint within 5 working days we will contact you to discuss the options. These may include an extension to the original timescale or, should the case be more complicated than we originally thought, undertaking a more detailed (Stage 2) investigation.
Stage 2 – investigation
The investigation stages deals with three types of complaint:
- cases that have not been resolved at Stage 1
- cases that are complex in nature and or where it is immediately apparent that detailed investigation is required
- cases that involve members of senior management
When using Stage 2 we will:
- acknowledge receipt of your complaint within 3 working days
- where appropriate, discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for
- provide a full response within 20 working days
If the investigation is particularly complex and we need longer than 20 working days to resolve the problem we will agree a revised time limit and keep you updated on progress.
Independent external review - Scottish Public Services Ombudsman (SPSO)
If, having gone through our complaints procedure, you are still dissatisfied you can appeal to the Scottish Public Services Ombudsman (SPSO).
The SPSO cannot normally look at:
- a complaint that has not completed our complaints procedure. You must have been informed of the outcome of your complaint, at stage 2, before raising it with the SPSO.
- events that happened, or that you became aware of, more than a year ago
- a matter that has been or is being considered in court.
If you have a complaint about the conduct of a member of the board of Loch Lomond & The Trossachs National Park Authority, you may take it to the: