Complaints policy

This document contains the Cairngorms National Park Authority's (Park Authority) complaints handling procedure, explaining how to make a complaint and what to expect. The Park Authority values complaints as a way to improve its services. You can complain about things like failure to provide a service, poor service quality, dissatisfaction with policies, or staff conduct, but not about routine requests or compensation. Complaints should be made within six months of the event. The complaints process has two stages: frontline resolution and investigation. If you're still not happy after going through both stages, you can contact the Scottish Public Services Ombudsman (SPSO), an independent organisation that investigates complaints, provided you've completed the Park Authority's process and it's within 12 months of becoming aware of the issue. The document also provides contact information for the Park Authority and the SPSO, as well as assistance for those who need help making a complaint.