We welcome comments, compliments and complaints from the people using our services. We work to high standards and we hope this is reflected in your experience with us.
We take all comments seriously and value them as a way of helping us improve services.
That sounds fine – but what if I have a complaint?
Complaints can be made by any person including, but not limited to:
- service users
- victims of crime (or their family)
- members of the public
To be considered, your complaint has to be about an action or decision, or failure to act or decide, on the part of the employees of West Yorkshire CRC.
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.
Click here to read the leaflet Making a Complaint.
Talking face-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.
You can make a formal complaint in writing. You should sign it and send it to Karen Townend, Director of Operations for the West Yorkshire Community Rehabilitation Company.
Director of Operations
West Yorkshire Community Rehabilitation Company Limited
1 Burgage Square
Someone can make a formal complaint on your behalf, if you give them permission in writing.
Within five working days of receiving your letter the Director of Operations will explain how your complaint will be handled. She will give the date when you can expect the outcome.
If your complaint is about an issue involving the Director of Operations you should address your letter to:
Director of Justice
91 Waterloo Road
If you are still not satisfied:
Write to the chief executive. Explain why you want to appeal. The chief executive will acknowledge your letter within five working days of receiving it. A panel 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 receipt of the appeal. The panel will let you know if they need longer to make a decision.
If we have been supervising you or preparing a report on you, and you have taken these steps and are still unsatisfied with the decision…
You can write to the Prison and Probation Ombudsman within three months of your appeal decision if you have:
– been under the supervision of either the National Probation Service or a Community Rehabilitation Company
– been housed in probation accommodation
– had a report prepared about you for use in court
Prison and Probation Ombudsman
PO Box 70769
If you have taken these steps and are still dissatisfied with the decision…
If after your response from the probation service provider you are still unhappy, you will need to ask a Member of Parliament to refer the complaint to the Parliamentary Ombudsman for consideration.
A complaint form which gives all the information you would need can be found at www.ombudsman.org.uk or can be requested by calling 0345 015 4033.