We welcome and value all feedback including complaints which we use to help improve service delivery.
A complaint is "an expression of dissatisfaction by one or more members of the public about our action or lack of action, or about the standard of service provided by us or on our behalf”.
Probation Board Standards of Service Complaints Procedure
If you are dissatisfied with the standard of our service, you have the right to complain. And you should do so. You can read out Complaints Policy and Procedures online.
If you make a complaint:
1. it will be welcomed and any outcomes will be used to improve service delivery
2. it will be thoroughly and fairly investigated
3. you will be informed of progress of the investigation and told of the outcome
4. where appropriate redress will be made
5. we will make every effort to resolve your complaint to your satisfaction
What can I not complain about using this procedure?
If you are unhappy with any of our decisions, on your original complaint, this procedure would not be appropriate.
This procedure should also not be used to ask for a review of our response to any of your Freedom of Information or Subject Access Requests.
Who can complain using this procedure?
Anyone who has used our service can submit a standards of service complaint. This may include:
- anyone who receives, requests or is directly affected by our services or services contracted or commissioned by us.
- representatives (MLAs, family, friends, advocate, or adviser)
- members of staff from a public body
- visitors to the office (for example, contractors) or,
- professionals who interact with PBNI as part of their role.
How do I complain?
If you are dissatisfied with the standard of service you received, please make it know directly to the office or Probation department concerned when the issue arises or as soon as possible.
Use the process we set out below if you wish to complain about the standard of service you received.
Stage One
To make a complaint, you can either:
- make it in person
- phone at 028 9052 2522
- Complete the online complaints form
- Complete and return the form in the Complaints leaflet or
- Write to or email the Complaints Officer at:
The Complaints Officer
Probation Board for Northern Ireland
80-90 North Street
Belfast
BT1 1LD
Email : complaints@probation-ni.gov.uk
Your complaint must not be more than 6 months old.
Your complaint will be considered and you will be informed of the outcome.
To help us investigate your complaint, it is important that you give as much detail as possible. This should include:
- your full name
- contact details
- what your complaint is about
- when it happened
- what outcome do you want
- details of any adjustments we may need to make to deal with your complaint or communicate with you.
- if you have already complained about this issue, please tell us who you raised it with and what action they took
We will protect all information provided in accordance with our data protection policy.
Stage Two
If you are not satisfied with the outcome of Stage One, you can ask for your complaint to be internally investigated.
Contact the Complaints Officer, by email complaints@probation-ni.gov.uk or on 028 9052 2522.
Not satisfied with our decision?
If you are still not satisfied following Stage 2, you may be able to complain to an external independent body, such as the Northern Ireland Ombudsman.
Contact the Complaints Officer at complaints@probation-ni.gov.uk or on 028 9052 2522 and ask advice on how you can take this forward.
Our Commitment
We are committed to making our service easy to use for all members of the community. In line with our statutory equality duties, we will always ensure that reasonable adjustments are made to help you access and use our services.
If you have trouble putting your complaint in writing, or want this information in another language or format, such as large font, or Braille, please tell us in person, contact us on 028 9052 2522 or email us at complaints@probation-ni.gov.uk