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How do I Complain?

Complaints can usually be dealt with on the spot by discussing it with the person providing the service. If your complaint cannot be settled there and then or you are dissatisfied with the response received, the staff member concerned will give you the name and contact details of a senior manager within their department, and invite you to take the matter further.

You should make your complaint in writing. If you do not have a contact name, please address your complaint to Bethan Wyn Hughes, Head of Administration and Customer Care at:

Snowdonia National Park Authority
National Park Office
Penrhyndeudraeth
Gwynedd
LL48 6LF

You can also make your complaint by fax or e-mail.

Fax - 01766 771211
email - parc@eryri-npa.gov.uk

Please note that anonymous, slanderous or racially motivated complaints will not be investigated.

You are welcome to present your complaint in either Welsh or English.

What Happens Next?

Stage 1
If you have complained directly to the staff in the service area concerned, and are not satisfied with the response, you can submit an official complaint. We will make sure that:

you receive an acknowledgement within 5 working days; and that
you receive a full response within 15 working days.

Stage 2
If you are not satisfied with the response, your complaint will be referred to the Director of the Service in charge of the area of work involved, who will make sure that:

you receive an acknowledgement within 5 working days; and that
you receive a substantive reply within 15 working days. If this is not possible, an explanation of the delay will be sent within 15 working days, and a substantive reply as soon as possible thereafter.

Stage 3

If you tell us that you are still dissatisfied, you can proceed with your complaint in one of two ways:

You may proceed immediately with your complaint to the Public Services Ombudsman (see contact details below); or
You may request that your complaint be referred to the Complaints Panel, which is made up of the Members of the Authority as follows:
The Chairman, The Vice Chairman, The Chairman of the Planning Committee, the Chairman of the Standards Committee (if the complaint refers to a planning matter), and the Chairman of the Performance and Resources Committee.

Stage 4
If at Stage 3 you took your complaint to the Complaints Panel, and you are still dissatisfied, you may take your complaint to the Public Services Ombudsman.

Complaints at this level with be handled on the Authority’s behalf by the Monitoring Officer, and any finding of maladministration by the Ombudsman will be considered by the Complaints Panel.

The Public Services Ombudsman can be contacted by post, telephone or e-mail:

Public Services Ombudsman
1 Ffordd yr Hen Gae
Pencoed
CARDIFF
CF35 5LJ

Tel. - 0845 601 0987 (local call rate)
Fax - 01656641199
email - ask@ombudsman-wales.org.uk
www.ombudsman-wales.org.uk

Snowdonia National Park Authority Offices