Process
Community Probation Service staff should take all appropriate action to address complaints at the lowest possible level, involving the Service Manager in the first instance.
If resolution is not possible at this level, staff should ensure that all reasonable assistance is provided to enable the complainant to make a formal complaint.
In general, the option of dealing with complaints informally should only be used if the complaint is made orally. Once a complaint is received in writing, it should be dealt with as a formal complaint and forwarded to the Area Manager.
Dealing with complaints informally
When a staff member receives a complaint from an offender or another person, they should attempt to address the issue. This may include involving the Service Manager to reach a satisfactory resolution.
If the complaint has been made by an offender or by another person but relating to an offender, case notes should be entered into IOMS to document:
If the complainant is dissatisfied with the outcome of this informal process, the staff member should discuss with the complainant the option of making a formal complaint.
The complainant can make a formal complaint to the Area Manager, either by using the Complaints Form (to be provided by the staff member) or by sending the Area Manager a signed letter or email.
Verbal complaints can also be made; however, these should be followed up in writing. This could involve a staff member recording a complaint on the formal Complaints Form, based on a conversation with the complainant, for the complainant to sign.
The Area Manager is responsible for ensuring that all formal complaints received are:
The formal complaints process follows.
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