Norfolk & Suffolk Probation Trust (NSPT) works to high standards and we hope this is reflected in how we work with you. However, we have a process in place for if you want to make a complaint.
To be considered, your complaint has to be about an action or a decision taken by NSPT staff, the NSPT Board, a board member, a contractor, agent or volunteer working for NSPT. You can also complain about a failure to take an action or decision by any of these people.
We can consider your complaint if:
We cannot 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.
- You are or have been under supervision of NSPT.
- You have been or are about to be the subject of a pre sentence report.
- You have suffered physical injury, distress, theft or damage to property as a result of an offender carrying out activities under supervision on a prison licence or community order.
- You are a victim of a person convicted of an offence who is under supervision of NSPT.
- You are a parent, spouse or live-in partner, brother, sister or child of a person, in the above categories, who has died.
Your complaint will not 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.
It's best to talk
Your first step should be to talk face-to-face or over the telephone with the person involved.
If this is difficult, ask to discuss it with a more senior member of staff.
Pen to paper
You can make a formal complaint in writing. You should sign it and send it to the Complaints Manager at:
Norfolk & Suffolk Probation Trust
19 Palace Street
Norfolk & Suffolk Probation Trust
11-13 Lower Brook Street
The Complaints Manager will write to explain how your complaint will be handled within five working days of receiving your letter. They will give the date when you can expect the outcome.
If your complaint is about an issue involving the Chief Executive Officer, you should address your letter to the Secretary of the Norfolk and Suffolk Probation Trust Board.
If you are not satisfied with the outcome
You can appeal within 15 working days of receiving the outcome. Write to the Secretary of Norfolk and Suffolk Probation Trust Board. Explain 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, the Complaints Manager and the investigating officer. The outcome will be sent to you within 25 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 decision
The Prisons and Probation Ombudsman can review your complaint if you have:
- Been under the supervision of the National Probation Service.
- Been housed in probation accommodation.
- Had a pre sentence report prepared about you.
Write to :
Prison and Probation Ombudsman
2 Monck Street
Anybody who is allowed to make a complaint to NSPT is also able to make a complaint through their local MP to the Parliamentary Commissioner for Administration (PCA).The PCA can investigate complaints about probation trusts. However they will expect that first you will have taken your complaint to the local Trust and, if appropriate, to the Ombudsman.