Comments and complaints
Why complain?
We aim to deliver high quality and efficient services. We are always trying to do better, and we 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.
A complaint is an expression of dissatisfaction by any one or more members of the public about the NPA’s action or lack of action or about the standard of service. This applies whether the action was taken or the service was provided by the NPA itself or a person or body acting on behalf of the NPA.
Our complaints procedure is not a review or an appeal procedure for you to challenge the merits of decisions. Neither is it a way to ask for a review of a decision which goes against you.
Your comments and suggestions let us know if we have gone wrong, or can improve our service. They also help us to monitor any improvements we make.
It assists us to deal with your complaints or comments if you contact us within four weeks of the relevant incident, if possible.
How do I request an explanation?
If you wish simply to request an explanation for an action that the Authority has taken, or to comment on the service you have received from the Authority, you can contact the Authority in the ways set out below.
You can call the Authority on 01590 646600 and request to be put through to the relevant service, or alternatively write to:
New Forest National Park Authority
Lymington Town Hall
Avenue Road
Lymington
SO41 9ZG
Email: enquiries@newforestnpa.gov.uk
Fax: 01590 646666
How do I make a complaint?
The NPA operates a three stage complaints procedure to ensure complaints are dealt with impartially, objectively and professionally.
Stage One: Informal complaints
If your complaint is about a member of staff, why not talk to him or her directly? You may find that the matter can easily be resolved. Alternatively, you may prefer to talk to their manager.
Stage Two: Formal complaints
If it is not possible to settle the complaint informally, or you do not wish to do so, please submit your complaint in writing or complete and return the attached customer feedback form to the address provided. Please set out your complaint as fully and clearly as possible, including the name of the relevant member of staff and the date of the incident you are complaining about, if known. You can ask someone to help you.
All formal complaints should be made to:
Member Services
New Forest National Park Authority
Lymington Town Hall
Avenue Road
Lymington
SO41 9ZG
or by email to: memberservices@newforestnpa.gov.uk
Your complaint will be recorded and referred to the Director or a senior officer of the relevant service for investigation, or, if the complaint involves the Chief Executive, to the Monitoring Officer or another person authorised by him/her.We will normally acknowledge receipt of your written complaint within five working days and let you know the name of the person who is dealing with it, who will then respond to you personally within 20 working days or send an interim response if it is likely to take longer.
Stage Three: Referral to Chief Executive
If you have gone through the formal complaints procedure described in Stage Two above and you are not satisfied with the results of the investigation, you may ask for your complaint to be forwarded to the Chief Executive Officer of the NPA for review, or, if the complaint involves the Chief Executive, to the Monitoring Officer or another person authorised by him/her. You will receive a response within 20 working days of your request.
Who will see my complaint?
All comments and complaints are treated in confidence and will not disadvantage you in any future dealings you might have with the NPA.
However, it may not always be possible to keep your details confidential, such as where allegations are made concerning the conduct of third parties, or where particular legislation applies to your complaint.
What happens next?
The NPA wants to improve its service and resolve problems as quickly as possible.
If your complaint is upheld:
- you will receive a written apology; and
- an explanation of any redress and any steps taken to prevent a similar problem recurring.
This step concludes our complaints procedure.
What if I’m still not satisfied?
Most of the time, we hope your complaint will be resolved to your satisfaction. If that is not the case, you may refer your complaint to the Local Government Ombudsman.
The Ombudsman investigates complaints of maladministration. Maladministration means that we have done something we should not have done, done something the wrong way or failed to do something we should have done. The Ombudsman will not investigate the NPA’s actions solely because you do not agree with a decision the NPA has made.
You may contact the Ombudsman at any time, but he recommends that you use the NPA’s own complaints procedure first.
In some cases, relations between the NPA and complainants may deteriorate while complaints are under investigation and there is little prospect of achieving a satisfactory outcome. In such circumstances there is often little purpose in following through all stages of the complaints procedure and where this occurs the Ombudsman may be prepared to consider complaints before the NPA’s complaints procedures have been exhausted.
You can contact the Ombudsman at:
Local Government Ombudsman
Commission for Local Administration in England
The Oaks No 2, Westwood Way
Westwood Business Park
Coventry, CV4 8JB
Tel: 024 7682 0000
Fax: 024 7682 0001
Website: www.lgo.org.uk
What if I have an objection to a decision made by the NPA?
Objections to the merits of decisions that the NPA has made, including those on planning matters, will not be dealt with under the complaints procedure described in this leaflet. However, if you feel that the procedure or process followed in reaching a decision was incorrect or unfair, you may wish to lodge a complaint on this basis.
What if I wish to complain about a Member’s conduct?
Complaint that a Member has breached the NPA’s Code of Conduct
The responsibility for considering complaints that a Member of the NPA may have breached the Authority's Code of Conduct has transferred from the Standards Board for England to the NPA's own Standards Committee.
If you wish to make a complaint that a Member has failed to comply with the Code of Conduct, you must submit your complaint in writing to:
The Independent Chairman of the Standards Committee
c/o Member Services
Lymington Town Hall
Avenue Road
Lymington
SO41 9ZG
or by email to: memberservices@newforestnpa.gov.uk.
You can find the relevant form by clicking on the link below
Complaint form (77 KB)
Complaint form (120 KB)
Complaint that a Member has breached one of the NPA’s Local Protocols
The NPA has adopted a number of local protocols which regulate various aspects such as the working relationship between Members and officers of the NPA and the protocol for Members of the Planning Development Control Committee when dealing with planning matters. Complaints that a member has not acted in accordance with a local protocol must be in writing and may be directed to a Member or an officer of the NPA. The recipient will immediately refer the complaint to the NPA's Monitoring Officer who is responsible for monitoring the conduct of Members of the NPA. The Monitoring Officer will contact you in due course.
A full description of the procedure the NPA will follow on an alleged breach of a protocol by a member is set out in the Authority’s guidance on this subject, which is available through the Publication Scheme.
The NPA’s policy on vexatious or unreasonably persistent complaints
The NPA aims to deal fairly, honestly and properly with complainants whilst ensuring that other service users and officers of the NPA do not suffer any detriment from a person making repeated and persistent unreasonable complaints or behaving in a threatening or difficult way, whilst recognising the rights of complainants under the Human Rights Act 1998.
In these circumstances the officer dealing with the complaint (the complaint handler) will discuss the matter with the Complaints Officer. These officers will decide, in consultation with the Chief Executive and/or Monitoring Officer, whether to designate the complainant as vexatious or unreasonably persistent and, if so act in accordance with the NPA’s procedures for dealing with complaints of this nature. This decision will not be taken lightly and the NPA must be satisfied that the proposed action is proportionate and necessary.
What is a vexatious or persistent complaint?
Unreasonable behaviour may sometimes arise when complainants hinder the consideration of their own or other people’s complaints, because of the frequency of their contact with the NPA. Sometimes the situation between the NPA and a complainant can escalate and the complainant’s behaviour moves from being unreasonably persistent to behaviour which is unacceptable, for example, abusive, offensive or threatening.
