Complaints can usually be dealt with on the spot by discussing it with the person providing the service. If your complaint cannot be settled in this way 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 can make your complaint in writing, either by letter or by using the form attached to this leaflet, and send to the relevant manager. Alternatively, if you do not have a contact name, please address your complaint to Bethan Wyn Hughes, Head of Administration and Customer Care at:
You can also make your complaint by phone, in person, or by fax or e-mail:
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.
Download the Complaint Form (word)
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:
1. You may proceed immediately with your complaint to the Public Services Ombudsman (see contact details below); or
2. 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 (if the complaint refers to a planning matter), the Chairman of the Performance & Resources Committee and the Chairman of the Standards Committee.
3. Panel members will first of all review your complaint and all associated documents remotely and come to a decision on whether a Panel meeting is required. If the Panel is of the unanimous view that your complaint is spurious or frivolous or it is believed that the matter has already been effectively dealt with under Stage 1 and 2 of the Complaints Procedure, Panel Members will be able to agree a formal response electronically.
If Panel members consider that your complaint requires further investigation, the Complaints Panel will be convened to consider the matter in full.
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.
Download the Complaint Form (word)
Snowdonia National Park Authority, National Park Offices, Penrhyndeudraeth, Gwynedd LL519DX
Telephone: 01766772274 e-mail: parc@snowdonia-npa.gov.uk www.snowdonia-npa.gov.uk