Complaints
The Cairngorms National Park Authority is a public body. A complaint may be made to any member of staff and it is the member of staff’s responsibility to deal with your complaint in accordance with the CNPA Complaints Policy and Procedure.
You can make your complaint in writing, by phone, in person, by email or by any other permanent media you find most appropriate, such as a recording on CD or tape. Please see contact details below:
Cairngorms National Park Authority14 The Square
Grantown-on-Spey
Moray PH26 3HG
Tel: 01479 873535
Email: enquiries@cairngorms.co.uk
Or you can use the contact form on our website. If you are unsure which member of staff to contact, or are not comfortable in making your complaint to a member of staff you have been dealing with, please contact the Head of Corporate Services in the first instance.
We will deal with your complaint within 20 working days of receiving it.
Appeal Procedure
If you remain unsatisfied by our response, you may appeal the decision of the complaint investigation by contacting the Head of Corporate Services, or Chief Executive if the Head of Corporate Services has dealt with the complaint in the first instance, within one calendar month of the date of our response to your original complaint.
Where there is an appeal, it shall be passed directly to the Head of Corporate Services or Chief Executive, as appropriate, who should acknowledge receipt and offer an official response to the appeal within ten working days.
A further appeal may be made to third parties – ie the Scottish Public Services Ombudsman (SPSO) or the Scottish Government after the internal CNPA processes have been exhausted. The SPSO will normally consider complaints only after the Park Authority’s own complaints procedures have been followed in full, ie an initial complaint has been investigated and, if necessary, an appeal to the original response has also been determined. The SPSO contacts are as follows:
Scottish Public Services Ombudsman4 Melville Street
Ediinburgh
EH3 7NS
Tel/Text: 0800 377 7330
An online complaint form is also available at www.spso.org.uk (Please note that this link will take you out of the Cairngorms National Park Authority website. The CNPA does not accept responsibility for the content of this external site)
There may be time limits within which you must refer your complaint to the Ombudsman. If you wish to pursue your complaint after it and any appeal have been dealt with by the Park Authority, please contact the Ombudsman as soon as possible to determine whether there are any time limits for your complaint to be referred.