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Customer Charter

It is very important to us that, as a customer, you understand what we do and why we do it. We want you to find it easy to do business with us, and like any other customer focused organisation we need to be clear about the experience you have with us and the level of service you can expect from us, every time you contact us.

We are committed to providing excellent standards of customer service and are always striving to improve. This charter sets out the standards of service we aim to provide. It also provides information on how you can give us feedback on your experience of doing business with us.

Our ways of working

Whatever your enquiry or request, we think you should expect a standard of work from us that gives you confidence in our knowledge and abilities. We want to make sure:

you get the information you want from us on time;
you get the right information from us;
we are always professional in the way we do business with you; and
we have a positive and respectful attitude to you

Our Customer Service Standards

When you telephone us within normal working hours, we will:

aim to answer the phone within 6 rings
resolve the telephone query or pass it on to the relevant member of staff
provide an alternative method for contacting the relevant person if appropriate
respond to messages within 48 hours

When you write to us we will:

provide a full response within 10 working days
if we are unable to reply within this timescale, we will acknowledge your correspondence and provide either an anticipated date when a full response will be given or an explanation for the delay

When you e-mail us we will:

provide a full response within 10 working days
if we are unable to reply within this timescale, we will acknowledge your correspondence and provide either an anticipated date when a full response will be given or an explanation for the delay

When you visit our office we will:

be welcoming, polite and professional
seek to ensure that you are attended to by the relevant person within 5 minutes of your arrival for an appointment
provide, clean and comfortable facilities

We will measure how well we do through:

Mystery Shopper surveys
Logging and tracking systems
Annual satisfaction surveys

Give us your feedback

Whatever your reason for contacting Snowdonia National Park Authority we want to make sure that your experience, and the quality of the service you receive, is consistent throughout our organisation. So if we don’t get it right, we want you to tell us what happened and how we could do things better.

What if I’m not happy with the service I’ve received?

Firstly contact the person or service you used and give them an opportunity to put things right. If things are not resolved, you can make an official complaint in writing and send to the relevant manager. Alternatively, if you do not have a contact name, please address your complaint to the 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 phone, in person, or by fax or e-mail:

Telephone: 01766 770274
Fax: 01766 771211
email: parc@eryri-npa.gov.uk

We will make sure that:

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

Who do I contact if you’ve done something well?

We always like to receive positive feedback, so if you’d like to tell us that we did a good job please contact the person or service you used directly. Alternatively, you can address your compliments to the Head of Administration and Customer Care using the contact details above.

Snowdonia National Park Authority Offices