Comments and complaints
Why complain?
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.
A complaint is an expression of dissatisfaction by any one or more members of the public about the Authority’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 Authority itself or a person or body acting on behalf of the Authority.
Our complaints procedure is not a review or 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
South Efford House
Milford Road
Lymington
SO41 0JD
Email: enquiries@newforestnpa.gov.uk
Fax: 01590 646666
How do I make a complaint?
The Authority 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. Your complaint will be recorded and referred to the Director or a senior officer of the relevant service who will investigate the matter. 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. The Director or senior officer of the relevant service will respond to you personally within 20 working days or send an interim response if it is likely to take longer.
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.
Directorate and unit heads are listed below. Should you require the name of a director or the head of a specific service, please contact the officer dealing with complaints on telephone 01590 646646, the web based version of this form also contains details of directors and service heads.
Customer feedback form (48 KB)
| Directorate/Service |
| Director of Conservation, Recreation and Sustainable Development |
| Director of Information and Visitor Services |
| Director of Strategy and Planning |
| Head of Development Control |
| Head of Member Services |
All formal complaints should be made to
Member Services
New Forest National Park Authority
South Efford House
Milford Road
Lymington
SO41 OJD
or by email to: memberservices@newforestnpa.gov.uk
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 Authority for review, or, if the complaint involves the Chief Executive, to the Monitoring Officer or other person authorised by him. 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 Authority.
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 Authority 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 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. You may contact the Ombudsman at any time, but he recommends that you use the complaints procedure first.
The Ombudsman investigates complaints of maladministration. This usually 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 Authority’s actions solely because you do not agree with a decision the Authority has made.
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 Authority?
Objections to the merits of decisions that the Authority 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 Authority’s Code of Conduct
From 8th May 2008, the responsibility for considering complaints that a Member of the Authority may have breached the Authority's Code of Conduct has transferred from the Standards Board for England to the Authority's 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 Standards Committee
c/o Member Services
New Forest National Park Authority
South Efford House
Milford Road
Lymington
SO41 0JD
Or by email to: memberservices@newforestnpa.gov.uk
Complaint that a Member has breached one of the Authority’s Local Protocols
The Authority has adopted a number of local protocols which regulate various aspects such as the working relationship between Members and officers of the Authority 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 Authority. The recipient will immediately refer the complaint to the Authority's Monitoring Officer who is responsible for monitoring the conduct of Members of the Authority. The Monitoring Officer will contact you in due course.
A full description of the procedure the Authority 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 on request.
