Dartmoor National Park Authority

Complaints Procedure

We strive to provide you with high quality value for money services. However, we all recognise there may be times when you wish to question or challenge a decision or procedure, or when you may feel that something has been overlooked.

At the very least you are entitled to an explanation of why you have been treated as you have been. It is important that you are given the opportunity to question what has been done if you are not happy with it. We wish to learn from our mistakes so that we can improve our service to you. Our Complaints Procedure is outlined below.

Outside of our Complaints Procedure we also welcome your views on what we do, so if you wish to comment on any of our services please write to:

Chief Executive (National Park Officer)
Dartmoor National Park Authority
Parke,
Bovey Tracey,
Devon
TQ13 9JQ

Complaints Procedure

Whatever the issue, you can be assured that individual problems will be looked at and, if we are at fault, we will do all we can to put things right.

When you have made a complaint to us, we will:-

• investigate your complaint;
• inform you of our findings;
• where we are at fault, try and put things right to your satisfaction;
• where we are wrong, review our procedures or services to avoid the problem occurring again.

What is not covered by this procedure

• Complaints about Members. These should be referred to the Authority’s Complaints Officer (for further details see below)
• disciplinary issues;
• objections to planning applications, and appeals or challenges to planning decisions, which should be referred to the Planning Inspectorate (for details see below).

Our Complaints Procedure is aimed at dealing with individual problems or requests for an explanation as simply and quickly as possible. We also want it to be as objective and as informal as possible.

How do I complain?

It will help us to help you if you complete and return the complaints form (PDF Help 30kb).

Stage 1 - contact the person who provides the service or ask to speak to that persons manager. It is often possible to sort out problems on the spot.

If your complaint cannot be dealt with on the spot we will normally respond within a target framework of ten working days and, if a delay is likely, we will inform you of the reason and give you a new target date for a full response.

Stage 2 – after obtaining our reply and you still feel dissatisfied and wish to take the matter further you should contact the Service Director responsible for providing the service which is the subject of your complaint. It would help the process if you complete the ‘Complaints Form’ attached to this guidance. However, it is equally acceptable to write to us in a format that you feel will best explain your complaint. The Service Director will normally respond within a target framework of ten working days and, if a delay is likely, we will inform you of the reason and give you a new target date for a full response.

Stage 3 – (This is the last stage of the Authority’s Complaints Procedure). Should you remain dissatisfied after receiving a response from the Service Director you should write to the Chief Executive (National Park Officer).The Chief Executive (National Park Officer) in consultation with the Authority’s Monitoring Officer will undertake a full review of all aspects of your concerns and may also seek agreement from the Authority if he considers compensation to be a suitable course of action in order to reach an agreeable settlement. The Chief Executive (National Park Officer) Review decision, to either uphold or not uphold a complaint is final within the Authority’s Complaints Procedure. (see ‘Who else can I complain to’ below)

How will my complaint be dealt with?

If it is not possible to settle the matter informally (Stage 1), then you should request that the matter be dealt with formally as outlined in Stages 2 and 3 above. This means you should put your complaint in writing. We will confirm that we have received your written complaint within three working days of receipt and inform you of the named officer dealing with the matter and then keep you informed at each stage of the investigation.

There are some complaints which are dealt with in a different way because a separate procedure exists, either one which has been created by law, or which involves others outside Dartmoor National Park Authority.

If this is the case, you will be informed as soon as possible, including details of how to pursue your complaint.

There are some matters which are not covered by this procedure. When this is the case, we will explain why.

The reply you receive from the Chief Executive (National Park Officer) (Stage 3) will set out your right to contact the Commission for Local Administration in England (the Local Government Ombudsman).

Who else can I complain to?

If you feel after you have complained to the Authority that you have not been dealt with fairly you may wish to refer your complaint to:

The Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH

Phone:  0845 602 1983 (Mon-Fri 8.30am to 5pm)
Text:  0762 4804323
Email:  advice@lgo.org.uk
Web:  www.lgo.org.uk (external link, opens new window)

The Planning Inspectorate, deals with complaints about a planning decision, rather than about how your application was handled. There is a national process by which an applicant may appeal. You will find information about your rights of appeal on the reverse side of the decision notice that will have been sent to you. Contact

The Planning Inspectorate
Quality Assurance Unit
4/11 Eagle Wing
Temple Quay House
2 The Square
Temple Quay
Bristol
BS1 6PN

Phone: 0117 372 8252
Email: complaints@pins-gsi.gov.uk
Website: www.planning-inspectorate.gov.uk/pins/index.htm (external link, opens new window)

Your local Member of Parliament
Addresses can be obtained from your Local Authority, local library or by writing to:

The United Kingdom Parliament,
House of Commons,
London SW1A OAA

Website: www.parliament.uk/index.cfm (external link, opens new window)
Phone: House of Commons Information Office: 020 7219 4272

Dartmoor National Park Authority Contacts
Dartmoor National Park Authority,
Parke,
Bovey Tracey,
Newton Abbot
Devon
TQ13 9JQ
Tel: 01626 832093
Email: complaints@dartmoor-npa.gov.uk

Chief Executive (NPO)	Mr K Bishop	Stage 3
Director of Corporate Services, and the Monitoring Officer	Mrs L Brown	Stage 2 and 3 and Members
Director of Planning and Sustainable Development	Mr C France	Stage 2
Director of Park Management	Mrs S Goodfellow	Stage 2

Complaints about Members of the Authority

How do I complain?

If you have concerns regarding a Member of the Authority, please complete the Member Complaint Form  (PDF Help 50kb) and return to:

The Complaints Officer
Dartmoor National Park Authority
Parke,
Bovey Tracey,
Newton Abbot,
Devon
TQ13 9JQ
Tel: 01626 832093
Email: complaints@dartmoor-npa.gov.uk

How will my complaint be dealt with?

Once a complaint about a Member has been received by the Complaints Officer, a sub-committee of the Standards Committee will convene to assess the complaint.  If the sub-committee decides that the complaint relates to a breach of the Code of Conduct, the Member was in office at the time and enough information has been provided to investigate the complaint, the sub-committee will undertake an assessment. The assessment will be completed within 20 days of receipt of the complaint.

If the complaint cannot be dealt by the sub-committee it will be outsourced and referred to the Standards Board for England.  All decision notices will be issued within 5 working days of the decision being made.

For further information regarding this process, please contact the Complaints Officer.

Page updated 17 November 2009