Complaints Procedure

If you are dissatisfied with our service you have the right to complain and will not suffer any disadvantage or discrimination because you have made a complaint.

1. Complaints are welcomed and complaints information will be used to improve services.
2. Complaints will be thoroughly and fairly investigated.
3. You will be kept informed of the progress of the investigation and told of the outcome.
4. Where appropriate redress will be made.
5. We will make every effort to resolve complaints and believe that the steps set out in our procedures represent the best way to do that.

PBNI Complaints Procedure

PBNI Complaints Timescales (PDF)

Local Informal Resolution
We believe that as far as possible, complaints should be resolved through local informal resolution. Complaints must in the first instance be made either verbally or in writing with a member of staff in the local office or with the local manager. After raising your complaint with the local office and receiving their response, if you are still not satisfied, you may proceed to a formal complaint.

Formal Complaints Procedure
PBNI operate a two-stage formal complaints procedure.

Stage 1: Internal Investigation
To make a formal complaint, you can either:

– Complete the online complaints form
– Or write to or email the Complaints Officer at the details below:

The Complaints Officer
Probation Board for Northern Ireland
80-90 North Street
Belfast
BT1 1LD
Email : complaints@pbni.gsi.gov.uk

– Or complete and return the form in the PBNI Complaints leaflet (PDF)

To help us investigate your complaint, it is important that you give as much detail as possible. This should include:

• What is your complaint about?
• When did it happen?
• What do you think should be done to put things right?
• Please give details of any special needs we need to bear in mind when we are dealing with your complaint or communicating with you.
• If you have already complained about this issue please tell us who you raised it with and what action they took?

The Complaints Officer will appoint a manager to investigate your complaint.

Stage 2: Internal Review
If you are still not satisfied, you can ask the Complaints Officer for an Internal Review.

Ombudsman/Commissioner
If you are still not satisfied, you may be able to complain to an external independent body. Ask our staff for further advice.

Further Information
PBNI Complaints Policy (PDF)
PBNI Complaints Procedure (PDF)
PBNI Complaints Timescales (PDF)

Useful Links
Northern Ireland Ombudsman
Information Commissioner