KENT PROBATION © 2010

KENT PROBATION

EXTRANET

Easy Read Version

COMPLAINTS

Getting it right is important to us. Kent Probation works to high standards and we hope this is reflected in how we work with you.It’s best to talkFace to face or over the telephone with the person involved can often be the solution.If this is difficult, ask to discuss it with a more senior member of staff.Making a complaintTo be considered, your complaint has to be about an action or a decision taken by probation staff, the local Probation Board, a board member, a contractor, agent or volunteer working for the probation service.• You are or have been under supervision of the National Probation Service. • You have been or are about to be the subject of a report for use by a court.• You have suffered physical injury, distress, theft or damage to property as a result of an offender.We can’t look into something that is already being investigated by the police or subject to a decision of the courts, statutory tribunal, Parole Board, Crown Prosecution Service or the Criminal Cases Review Commission.Your complaint won’t normally be considered if it is about something that happened more than 12 months ago, or that you could have known about a year ago.A formal complaint must be made in writing. You should sign it and send it to:Complaints AdministratorPO Box 917MaidstoneKentME15 6WDWithin five working days of receiving your letter we will write to you to explain how your complaint will be handled and the date when you can expect the outcome.If your complaint is about an issue involving the Performance and Standards Manager, you should address your letter to the Secretary of The Board.If you are not satisfied with the outcomeYou can appeal within 15 working days of receiving the outcome. Write to the Secretary of the Kent Probation Trust Board explaining why you want to appeal. The Secretary will acknowledge your letter within five working days of receiving it.A panel, including at least one board member will look at your appeal. They may ask to meet you and the investigating officer.The outcome will be sent to you within 20 working days of the receipt of the appeal. The panel will let you know if they need longer to make a decision.If you’ve taken these steps and are still unsatisfied with the decisionThe Prisons and Probation Ombudsman can review your complaint if you have:• Been under supervision of the National Probation Service.• Been housed in Probation accommodation.• Had a pre-sentence report or a specific sentence report prepared about you.You can write to the Prison and Probation Ombudsman at:Prison and Probation OmbudsmanAshley House2 Monck StreetLondonSW1P 2BQ