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.
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:
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.
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:
When using Stage 2 we will:
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.
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:
You can contact the SPSO at:
If you have a complaint about the conduct of one of our Board Members, you can raise your concerns with: