‘It was my duty to protect staff at Cairngorm Mountain’
The man tasked with safeguarding staff at Cairngorm Mountain says he was a victim of bullying himself.
Former human resources manager John Swinden has added his voice to others speaking out over the ‘toxic’ culture at the resort.
Allegations over the running of the business - which relies heavily on public funding - have come to the surface from the operators of a former ski school business and some ex-staff.
Susan Smith retired as CMSL chief executive officer in September, last year, having been initially seconded to the post by HIE in 2019 and then appointed full-time to the role in 2021.
Mr Swinden turned whistle-blower in 2023 because the situation became so bad - but said he then found himself on the receiving end of similar behaviour soon after.
“I felt as HR manager it was my duty to support and protect the staff and it was getting harder and harder,” he said.
“I had an emotional conversation but within less than two hours I was called into the CEO’s office as she had been telephoned by HIE asking why I had contacted them and told ‘don’t whistle-blow on me’.
“I outlined my reasons why and about things needing to change.”
But six months later there had been no improvement, Mr Swinden said, and he handed in his notice as HR manager on February 2023 because he felt unable to continue in the role. Mr Swinden went back onto the Cairngorm funicular team where he started in 2007 but left after two months.
“I could no longer stand the toxic atmosphere,” he said. “The job was more about sorting out people who were crying. People used to avoid being in certain places at certain times.
“No members of staff made formal complaints because of the culture of fear. It was fire-fighting. My whole job from day one was to protect the staff.”
He has decided to speak out to support others who claim they were on the receiving end of bullying but had exhausted official channels and are deeply unhappy with how their complaints have been handled.
Mr Swinden said: “I listed between 12 and 15 staff left the business in a 12-month period because they could not tolerate working there because of the treatment they received.”
Debbie Williams, who ran independent Ski Norwest with her partner Tim Davey, said she was left in tears by their treatment.
Ms Williams said: “We have been trying to bring attention to this for years through the correct procedures and we have got nowhere. Sometimes we have had to wait months and months for responses.”
She said: “Inside your moral compass tells you it’s not right what has been happening.”
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They lodged a formal complaint over their treatment which came to a head after they allege they were confronted by a Cairngorm Mountain staff member in Aviemore in 2020.
Ms Williams said: “Some full-time staff did not think it was appropiate that we were bringing clients to the resort after Covid even though they were allowed to after restrictions were relaxed.”
They claim the internal investigation was handled ‘appallingly’.
Ms Williams remarked: “We were hung out to dry from that moment and some people we have known for 25 years would not even speak to us. It was horrendous going up there. It was intimidating...”
“We got to the stage where Tim and I could not physically go up there to work - and we are passionate about what we do. Eventually we got to breaking point.”
Quizzed if there was anything they did which could have led to their treatment, Ms Williams said: “No, it was nothing to do with our behaviour… At no point did anyone ever complain to us about anything or anyway we had run our business on the hill.”
The couple said they were warned by the CEO to ‘shut up or they would no longer even have a business on the hill’.
Mr Davey, who took over Ski Norwest in 2015, said: “I think if the hoteliers, restaurant owners and shop owners knew the anti-customer attitude that Cairngorm Mountain management had they would be shocked.
“They are missing out on second, third, fourth, fifth spends. It is a toxic and bullying environment and they are allowed to do it.”
His partner said: “There are some really brilliant people up there - and it is important to say that - who work hard such as the fitters and the lifties. But when people are being constantly berated from the top down and that culture is allowed then it creates a toxic environment.”
All three agree that the complaints procedure operated by Cairngorm Mountain (Scotland) Ltd and owners Highlands and Islands Enterprise was not nearly as robust as it should be.
They claimed that investigations were not impartial and ultimately a white-wash. It was all cloak and dagger, the couple said.
Only written submissions were considered and no-one outwith CMSL met with them to discuss their concerns.
Emails to the board to alert them went ‘months and months’ without being answered. Mr Swinden also said that his grievence process was badly flawed with an external HR executive appointed who is paid by CMSL.
Ms Williams said: “What must be remembered is that we are all paying for this - this is all publicly funded.”
She added: “When I hear John’s story too, it has been horrific. I am getting a bit emotional.
“It is easy just to brush it off but I genuinely think we have all been brave to speak out.
“We want some positive changes to be made before it is too late.”
An ex- staff member, who did not wish to be named, said: “Not every manager at Cairngorm was complicit in the bullying or harassment unleashed on certain staff but they will have been aware of it.”
The acting boss of Cairngorm Mountain has come to the defence of his management team and staff but did not address the bullying allegations directly.
Tim Hurst said: “Since I took over as interim CEO in October last year, it has become clear to me that the staff and management team at CMSL are a highly motivated and capable group of individuals who have been working tirelessly to keep the resort operating all year round under some very difficult circumstances.
“The lack of the mountain railway and unusually warm conditions are making it particularly difficult to maintain the capability to ski, but the use of the snow factory and the two ‘magic carpet’ conveyers has maintained a limited skiing facility.
“Over the past few years, the team have also enhanced the capability of the centre, adding new activities, such as mountain biking, mountain carting, tubing park, adventure ball runs and the motorhome site.
“Despite the current challenges, our staff are fully invested in the future of Cairngorm Mountain and are working effectively as a team to deliver an excellent visitor experience in the future.”
HIE declined to comment and said the allegations were a matter for CMSL.
