Cairngorms

Complaints

We believe that complainants have a right to be heard, understood and respected and we work hard to be open and accessible at all times.

(Gaelic version)

The Cairngorms National Park Authority defines a complaint as being:

“An expression of dissatisfaction by one or more members of the public about the Cairngorms National Park Authority’s action or lack of action, or about the standard of service provided by or on behalf of the Cairngorms National Park Authority.”

This page describes our complaints procedure, how to make a complaint and tells you what you can expect from us.

Our Statement on unacceptable behaviour describes the actions we may take during the rare examples where we deem behaviour to be unacceptable.

View also our Complaints Handling Procedure – A Guide for Customers

How do I complain?

It is possible for you to complain:

We record all complaints and monitor the numbers and outcomes of complaints through CNPA Management Team and board reviews. We also use complaint investigations to help improve our services wherever possible.

Stage 1 – Frontline Resolution

Frontline resolution aims to quickly resolve straightforward complaints that require little or no investigation. We aim to do this within 5 working days. If you complain directly to a member of staff you are dealing with, it may be possible to solve the problem quickly and easily.

If for any reason we are not able to resolve your complaint within 5 working days we will contact you to discuss the options. These may include an extension to the original timescale or, should the case be more complicated than we originally thought, undertaking a more detailed (Stage 2) investigation.

Stage 2 – Investigation

The investigation stages deal with three types of complaint:

  1. Cases that have not been resolved at Stage 1;
  2. Cases that are complex in nature and or where it is immediately apparent that detailed investigation is required, or
  3. Cases that involve members of senior management.

When using Stage 2 we will:

  • Acknowledge receipt of your complaint within 3 working days;
  • Where appropriate, discuss your complain with you to understand why you remain dissatisfied and what outcome you are looking for; and
  • Provide a full response within 20 working days.

If the investigation is particularly complex and we need longer than 20 working days to resolve the problem we will agree a revised time limit and keep you updated of progress.

 

Independent internal review – Scottish Public Services Ombudsman

If, having gone through our complaints procedure, you are still dissatisfied you can appeal to the Scottish Public Services Ombudsman (SPSO).

The SPSO cannot normally look at:

  • a complaint that has not completed our complaints procedure. You must have been informed of the outcome of your complaint, at Stage 2, before raising it with the SPSO;
  • events that happened, or that you became aware of, more than a year ago; or
  • a matter that has been or is being considered in court.

Write to: Freepost SPSO

Tel: 0800 377 7330

Email: [email protected]

If you have a complaint about the conduct of a board or committee member of the Cairngorms National Park Authority, you may take it to the:

Commissioner for Ethical Standards in Public Life in Scotland

39 Drumsheugh Gardens, Edinburgh, EH3 7SW

Tel: 0300 011 0550

Email: [email protected]

Gearanan

Tha sinn dhen bheachd gum bu chòir èisteachd ri gearanan le tuigse agus spèis, agus tha sinn a’ dèanamh ar dìcheall a bhith fosgailte agus furasta dèiligeadh ris.

Tha Ùghdarras Pàirc Nàiseanta a’ Mhonaidh Ruaidh a’ meas gearan mar:

“Mì-thoileachas ga thogail leis a’ phoball, aon neach no barrachd, air obair no dìth-obrach Ùghdarras Pàirc Nàiseanta a’ Mhonaidh Ruaidh, no air an t-seirbheis ga toirt seachad le, no às leth, Ùghdarras Pàirc Nàiseanta a’ Mhonaidh Ruaidh.”

Tha an duilleag seo ag innse mar a tha sinn a’ dèiligeadh ri gearanan, mar a thathas a’ togail gearan, agus dè bu chòir dhuibh a bhith a’ sùileachadh gum faigh sibh air ais bhuainn.

Tha ar Cunntas air Droch-ghiùlan a’ dèanamh mìneachadh air na ceumannan a thèid an gabhail ma thig e gu bàrr gu bheil droch-ghiùlan air a bhith ann.

Bheiribh sùil cuideachd air a’ Mhodh Làimhseachaidh Ghearanan – Iùl dha Custamairean

Ciamar a nì mi gearan?

’S urrainn dhuibh gearan a dhèanamh sna dòighean a leanas:

Tha na gearanan uile gan clàradh agus tha an Sgioba-riaghlaidh is am Bòrd-stiùridh a’ sgrùdadh àireamh agus toraidhean nan gearanan gu lèir. Far an gabhas a dhèanamh, tha an obair-rannsachaidh mu choinneamh gach gearan ga cur gu feum chum leasachadh a thoirt air na seirbheisean again.

Ceum 1 – Fuasgladh Sgiobalta

Tha am fuasgladh sgiobalta ag amas air dèiligeadh ri gearanan sìmplidh ann an dòigh is nach fheum mòran sgrùdadh a dhèanamh. Tha sinn ag amas air seo a dhèanamh taobh a-staigh còig là. Ma nì sibh gearan ris an neach-obrach a tha a’ dèiligeadh ribh, ’s dòcha gun gabh a thoirt gu ceann ann an dòigh fhurasta, sgiobalta.

Mura tèid oirnn air dèiligeadh ris a’ ghearan taobh a-taigh còig là, cuiribh sinn thugaibh fios air na diofar roghainnean. Nam measg, ’s dòcha gun tig sìneadh air na còig là ma tha barrachd an lùib na cùise na bha dùil againn an toiseachd, le sgrùdadh mionaideach (Ìre 2) ri dhèanamh.

 

Ìre 2 – Sgrùdadh

Tha an sgrùdadh seo a’ dèiligeadh ri trì seòrsa ghearanan:

  1. Gearanan nach deach dèiligeadh ris aig Ìre 1;
  2. Gearanan a tha nas duilghe no far a bheil e air thighinn gu bàrr gu bheil sgrùdadh mionaideach a dhìth, no;
  3. Gearanan le àrd-oifigearan na buidhne nan lùib.

 

Nuair a thèid dèiligeadh ri gearan aig Ìre 2:

  • Cuiridh sinn fios thugaibh a’ dearbhadh gun d’ fhuair sinn an gearan taobh a-staigh 3 làithean-obrach;
  • Far a bheil e iomchaidh, bruidhnidh sinn ribh mun ghearan ach an tuig sinn carson nach eil sibh riaraichte agus dè am fuasgladh a tha sibh a’ lorg; agus
  • Bheir sinn dhuibh freagairt shlàn taobh a-staigh fichead là.

Mas e cùis thoinnte a th’ ann, agus ma bheir e barrachd na fichead là airson fuasgladh fhaighinn, nì sinn aonta air ceann-là agus cumaidh sinn fios ribh mun adhartas.

In-sgrùdadh Neo-eisimeileach – Ombudsman Sheirbheisean Poblach na h-Alba

Ma tha sibh air a dhol tron t-siostam ghearain agus mura h-eil sibh riaraichte fhathast, faod sibh tagradh a dhèanamh ri Ombudsman Sheirbheisean Poblach na h-Alba (SPSO).

Chan àbhaist dhan SPSO a bhith comasach coimhead ri:

  • Gearan nach deach tron t-siostam ghearain fhathast. Feumaidh fios a bhith agaibh air toradh ur gearain, aig Ìre 2, mas urrainn dhuibh a chur chun SPSO;
  • Rudan a thachair, no a fhuair sibh a-mach a thachair, còrr is bliadhna air ais; no
  • Gnothach a thathas a’ measadh, no a chaidh a mheasadh, aig cùirt.

Sgrìobhaibh gu: Freepost SPSO

Fòn: 0800 377 7330 Facs: 0800 377 7331

Post-d: [email protected]

Ma tha gearan agaibh mu ghiùlan neach air bòrd-stiùiridh no comataidh Ùghdarras Pàirc Nàiseanta a’ Mhonaidh Ruaidh, faod sibh chur air adhart gu:

An Coimiseanair airson Bhun-tomhasan Beusail ann am Beatha Phoblach

39 Drumsheugh Gardens, DÙN ÈIDEANN, EH3 7SW

Fòn: 0300 011 0550

Post-d: [email protected]