Probation Board 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 stages set out in our procedures represent the best way to do that.
Stage One
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.
Stage Two
Probation operates a formal complaints procedure that begins with an internal investigation once a formal complaint has been submitted to the Complaints Officer.
To make a formal complaint, you can either:
- Complete the online complaints form; or
- Complete and return the form in the Complaints leaflet (will be published once updated)
- 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@probation-ni.gov.uk
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.
Not satisfied with Complaint Investigation?
If you are not satisfied with the initial investigation of your complaint, you can ask the Complaints Officer for an Internal Review. Contact the Complaints Officer at complaints@probation-ni.gov.uk or on 028 9052 2522 to ask for an internal review.
Not satisfied with Internal Investigation?
If you are not satisfied with both the Formal Complaint investigation and the Internal Investigation, you may be able to complain to an external independent body such as an Ombudsman or Commissioner.
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.
Further Information
Complaints Policy and Procedures
Useful Links