The Cheviot Hills, Northumberland National Park\n© Simon Fraser

Complaints Procedure - Complaint about a service / member of staff

Our aim

Northumberland National Park Authority is committed to providing a high standard of service to all of its customers. We always try to do the best we can with the resources we have available, but if you feel we have made a mistake with our dealings with you, we promise to investigate. The Authority recognises the importance of customer complaints and welcomes complaints as a valuable form of feedback about its services. The Authority is committed to using the information it receives to help drive forward improvements.

This web page

Explains how you can make a complaint and tells you how our complaints procedure works. There are exceptions. Some of our decisions, including planning matters, are made under legal provisions which provide you with a defined right of appeal. We will let you know if this is the case when we receive your complaint and inform you which organisation can deal with your appeal.

Definition of a complaint

A complaint is an expression of dissatisfaction, however made, about the standard of service, action or lack of action by the National Park Authority or its staff, affecting an individual or group.

How to complain

Ideally, you should always try to take up your complaint with the person or Director responsible for the service you want to complain about. This will give them the chance to put the problem right as soon as possible. You can make your complaint in person, in writing, via e-mail, or over the phone. Alternatively, someone else, such as a friend or local councillor, can do this for you on your behalf.

To make a formal complaint, you should follow the four stages below as required.

Complaints Procedure - Stage 1

The manager concerned will take all the necessary details and try to settle your complaint as quickly as possible. If this is not possible the manager will acknowledge your complaint in writing within 5 working days. You will be kept informed of their progress. The manager will aim to give you a full response within 28 working days.

To contact the relevant manager please call or e-mail:

For complaints regarding farming, community enterprise services, ranger services, national park centres and tourism services contact:

Head of Operations
Telephone: 01434 611505
E-mail: complaints@nnpa.org.uk

Write to:
Northumberland National Park Authority
Eastburn
South Park
Hexham
Northumberland
NE46 1BS

For complaints regarding planning, land management, access and recreation, and conservation contact:

Head of Planning, Conservation and Communities
Telephone: 01434 611577
E-mail: complaints@nnpa.org.uk

Write to:
Northumberland National Park Authority
Eastburn
South Park
Hexham
Northumberland
NE46 1BS

For complaints regarding administrative, financial and human resources services contact:

Head of Corporate Services

Telephone: 01434 611527
E-mail: complaints@nnpa.org.uk

Write to:
Northumberland National Park Authority
Eastburn
South Park
Hexham
Northumberland
NE46 1BS

Complaints Procedure - Stage 2

If you are not satisfied with how your initial complaint has been handled, or with the outcome, you should then fill in our official complaints form.  Your complaint will be acknowledged and again, you should receive a full response within 28 days.

PDF Icon Download the complaints form in PDF format

For further information or advice contact:

Head of Corporate Services

Northumberland National Park Authority
Eastburn
South Park
Hexham
Northumberland
NE46 1BS.

Telephone: 01434 611527
Fax: 01434 611675
E-mail: complaints@nnpa.org.uk

Complaints Procedure - Stage 3

If you are still unhappy, you can contact Northumberland National Park Authority's Monitoring Officer who will review your complaint.

Contact our Monitoring Officer 

Telephone:  01434 611514
E-mail: monitoring.officers@nnpa.org.uk      

Should you remain dissatisfied, members of the National Park Authority may become involved.

Do I have to use this procedure?

Yes. The procedure outlined has been devised to ensure that your complaint will be dealt with in the most effective way possible. It ensures you are able to have any complaint dealt with fully at a local level before the Local Government Ombudsman becomes involved.

Finally

If after all internal procedures have been carried out and you continue to be dissatisfied, you shall be advised of your right to take the complaint to the Local Government Ombudsman.

Contact:

The Local Government Ombudsman
Beverley House
17 Shipton Road
York
YO30 5FZ

Telephone:+44 (0)1904 380200
Fax: +44 (0)1904 380269
E-mail: enquiries.york@lgo.org.uk

Complaints about members of the Authority

Members of Northumberland National Park Authority are required to follow the official Code of Conduct. If you have a complaint about how one of our members has behaved in relation to this Code of Conduct then you need to contact the Authority's Monitoring Officer who will be able to advise you of the relevant independent complaints process.

Telephone 01434 611514
E-mail: monitoring.officers@nnpa.org.uk

 

E-mail Disclaimer - Please refer to our Website Terms of Use Policy for information on how we handle e-mailed correspondence.

 

© Northumberland National Park Authority, Eastburn, South Park, Hexham, Northumberland, NE46 1BS, United Kingdom
Tel: +44 (0)1434 605555 Fax: +44 (0)1434 611675 Email: enquiries@nnpa.org.uk