ARC Paper 3 Annex 1 Complaints Handling final report

This document contains an internal audit report from May 2026 on the complaints handling processes at the Cairngorms National Park Authority, which concludes with a 'Substantial' level of assurance. This means their controls are mostly good, but there are some areas to improve. The report highlights many positive aspects, such as a strong Complaints Handling Policy aligned with national guidelines, staff training, a commitment to learning from past complaints, and clear information on their website. However, it also suggests three main improvements: ensuring all second-stage complaints are formally acknowledged and tracked promptly, adding clearer procedures for dealing with difficult or ‘vexatious’ complaints, and making sure the complaints log is always accurate and complete. The audit also noted that the Authority should add a review schedule to its Complaints Handling Policy and has recently changed how it handles complaints made directly to the Board.