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 problems fairly and as quickly as possible.  When things go well, we appreciate compliments and suggestions.

What is a complaint?

A complaint is an expression of dissatisfaction about the standard of service, action or lack of action by the National Park Authority or by a person or body acting on behalf of the Authority and it can include suggestions to improve the service.  

The complaints process is not an appeal or review of procedure to challenge the merits of decisions, nor is it a process to request a review of a decision which goes against someone.

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:

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.

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 by contacting us:

In writing or in person:
Customer Service
Peak District National Park Authority
Aldern House
Baslow Road
Bakewell
Derbyshire
DE45 1AE

Email:customer.service@peakdistrict.gov.uk
Web:www.peakdistrict.gov.uk/contactus
Telephone:01629 816361 or Minicom 01629 816319
Fax:01629 816310

What happens if you complain?

The procedure for a formal complaint follows two 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.  This will be a comprehensive investigation and response by the Head of Service.  If a complaint relates to the person who would normally investigate a complaint the Monitoring Officer or the Chief Executive will identify an appropriate officer to investigate and ensure no conflict of interest arises.  You will receive a direct response within 15 working days, although if the matter is complex this may need to be extended, within a reasonable period, after explaining to you why.

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 (or Chief Executive if the Director has responded at Stage One) who will review the Stage One response and respond to you personally within 20 working days.  Again, you will be kept informed if there are any delays.

This step concludes our internal procedure.  If you remain dissatisfied, you may 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 – 5.00pm)
Fax:024 7682 0001
Text:‘call back’ to 0762 4804323
Website:www.lgo.org.uk

The Monitoring Officer takes responsibility for ensuring the Authority fully co-operates with any investigation undertaken by the Local Government Ombudsman and responds to any recommendations made.

Procedure for responding to unreasonably persistent complaints

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

Any anonymous complaint received will only be referred for investigation or some other action if it includes documentary or photographic evidence indicating an exceptionally serious or significant matter

Complaints against Members

Members of the Authority are subject to a Code of Conduct.  If you think a Member has failed to comply with the Code of Conduct you can make a complaint against them.  Your complaint should be made in writing, email or fax (see How to Contact Us).  It will be dealt with by the Standards Committee under a separate statutory procedure and full details are available at www.peakdistrict.gov.uk/membercomplaints or on request from Customer Service.

If you need any further information, or help in making a comment or complaint, please contact Customer Service.