Tell us what you think
We aim to deliver high quality and efficient services. We are always trying to do better and welcome your feedback. It is important because it helps us build on strengths and learn from mistakes. If things go wrong we want to rectify the problem as fairly and quickly as possible. When things go well, we appreciate compliments and suggestions.
If you want to comment on the work of the Authority, or the standard of service you receive, there are two ways to do so:
1 Informal: Concerns can often be dealt with by the person handling the original enquiry. A Customer Service adviser will help if you are not sure who to contact.
2 Formal: Should you decide to make a formal complaint, please supply Customer Service with the details of the Service you are unhappy with, plus staff names and dates if known.
All comments and complaints are treated in confidence and will not disadvantage you in any future dealings you might have with the Authority.
How to contact us
You can make a comment or register a complaint by using our web feedback form
or writing to us at:
Customer Service
Peak District National Park Authority
Aldern
House
Baslow Road
Bakewell
DE45 1AE
or by phoning us on 01629 816361 or Minicom 01629 816319
What happens if you complain?
The procedure for a formal complaint follows three stages:
Stage One
If the person who dealt with your original enquiry cannot resolve the problem informally, contact Customer Service who will acknowledge your complaint within three working days and ensure the relevant manager investigates and responds to you personally within 15 working days. If, for any reason, more time is needed to deal with your complaint, you will be kept informed.
Stage Two
If after receiving a response from the relevant manager you are not satisfied you can contact Customer Service and ask for your complaint to be referred to the Director of the relevant Service who will investigate further and respond to you personally within 15 working days. Again, you will be kept informed if there are any delays.
This step concludes our internal complaints procedure.
Stage Three
If you remain dissatisfied, you may then refer your complaint, sending full details, to the Local Government Ombudsman.
writing:
Local Government Ombudsman
PO
Box 4771
Coventry
CV4 0EH
email: advice@lgo.org.uk
telephone: 0845 602 1983 Mon-Fri 8:30am – 5pm
text: 0762 480 4323
website:www.lgo.org.uk
Issues referred to us by the Local Government Ombudsman are automatically referred to the Authority’s Director of Corporate Resources (the Monitoring Officer), who investigates and responds accordingly. The Ombudsman keeps you informed of progress on the investigation into your complaint.
If you need any further information, or help in making a comment or complaint, please contact Customer Service.
Procedure for responding to unreasonably persistent complainants
The Authority values the feedback on our services that we receive through the complaints process and we are committed to dealing with all complaints fairly and impartially and to providing a high quality service to those who make them. However, there are a small number of complainants who, because of the nature and frequency of their contact with the Authority’s offices and our limited resources, hinder us in providing a service and responding to enquiries from others. We refer to such complainants as ‘unreasonably persistent complainants’ and, exceptionally, we will take action to limit their contact with our staff.
The decision to restrict access to our staff will be taken by the Monitoring Officer or Chief Executive and will normally follow exhaustion of our Complaints Procedure and a prior warning to the complainant. Any restrictions imposed will be appropriate and proportionate. The options we are most likely to consider are:
- requesting contact in a particular form (for example, letters only);
- requiring contact to take place with a named officer;
- restricting telephone calls to specified days and times;
- responding only with an acknowledgement card confirming receipt of a letter or e-mail unless new material is presented
- asking the complainant to enter into an agreement about their future contacts with us.
In all cases where we decide to treat someone as an ‘unreasonably persistent complainant’, we will write to tell the complainant what action we are taking along with explaining their right to complain to the Local Government Ombudsman, if appropriate, having exhausted our own Complaints Procedure.
Complaints on new issues from people who have come under the ’Unreasonably Persistent Complainants’ procedure will be treated fairly and impartially on their merits. All efforts will be made to check correspondence received to ensure new issues are not missed.
Procedure for dealing with anonymous complaints
An anonymous complaint will only be referred for investigation or some other action if it includes documentary or photographic evidence indicating an exceptionally serious or significant matter
