ARC Paper 3 Internal audit review-Complaints procedure Cover

This document contains the findings of an internal audit of the Cairngorms National Park Authority's complaints procedure, which aimed to check if their arrangements were good enough, followed best practice, and met current laws. The auditor concluded there's substantial assurance that appropriate complaints handling systems are in place, highlighting areas like robust policies, clear processes, and continuous learning from feedback. However, three recommendations were made: a medium priority one to ensure 'Stage Two' complaints are acknowledged and monitored within three working days, and two low priority ones concerning clarifying vexatious complaints procedures and strengthening the complaints log. The Park Authority's management has accepted these recommendations.