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How to make a complaint

We’re committed to providing high-quality services and welcome both positive feedback and complaints. We use this information to help us improve.

This page describes our complaints procedure, how to make a complaint or provide feedback and tells you what you can expect from us. Read the Gaelic translation here.

How can I complain?

We define a complaint as being: ‘An expression of dissatisfaction by one or more members of the public about the Park Authority’s action or lack of action, or about the standard of service provided by or on behalf of the Park Authority.’

If you complain directly to the member of staff you’re dealing with, it may be possible to solve the problem quickly and easily.

Alternatively, you can:

  • Write to us at Loch Lomond & The Trossachs National Park Headquarters, Carrochan, Carrochan Road, Balloch, G83 8EG
  • Email us at info@lochlomond-trossachs.org

We accept complaints up to six months from the date of the original issue.

Our Complaints Handling Procedure – A Guide for Customers tells you what you can expect from us. This is complemented by our Unacceptable Behaviours Policy, which  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.

Complaints procedure

Stage 1 –frontline resolution

Frontline resolution aims to quickly resolve straightforward complaints that require little or no investigation. We aim to do this within five working days.

If for any reason we aren’t able to resolve your complaint within five working days we’ll contact you to discuss the options. These may include an extension to the original timescale or, if the case is 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:

  1. Cases that have not been resolved at Stage 1
  2. Cases that are complex in nature and/or where it is immediately apparent that detailed investigation is required
  3. Cases that involve members of senior management

When using Stage 2 we will:

  1. Acknowledge receipt of your complaint within three working days
  2. Where appropriate, discuss your complaint with you to understand why you remain dissatisfied and what outcome you’re looking for
  3. 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’ll agree a revised time limit and keep you updated on progress.

Independent external review – Scottish Public Services Ombudsman

If, having gone through our complaints procedure, you’re still dissatisfied you can appeal to the Scottish Public Services Ombudsman (SPSO).

The SPSO can’t normally look at:

  • A complaint that hasn’t 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.

You can contact the SPSO at:

Scottish Public Services Ombudsman
Freepost EH641
EDINBURGH
EH3 0BR
Tel: 0800 377 7330
Fax: 0800 377 7331
Email: ask@spso.org.uk

If you have a complaint about the conduct of one of our Board Members, you can raise your concerns with:

Public Standards Commissioner
39 Drumsheugh Gardens
EDINBURGH,
EH3 7SW
Tel: 0300 011 0550
Fax: 0131 220 5419
Email: investigations@ethicalstandards.org.uk

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