Complaints procedure
How to make a complaint about the Youth Justice Board’s service.
The YJB aims to provide a prompt and courteous response at all times when dealing with the public. If things go wrong, we will do our best to put the matter right as soon as possible. We welcome comments about our performance, which we regard as an important way of helping to achieve yet higher standards.
What to do if you have a complaint
To ensure that your complaint is received and dealt with as soon as possible, please email [email protected] setting out the details of your complaint, and what you believe we should do to resolve the matter. Alternatively you can write to us at:
Youth Justice Board for England and Wales
Clive House
70 Petty France
London
SW1H 9EX
What happens next
We will send you an acknowledgement and make every effort to send a detailed reply within 10 working days. If this is not possible we will send you a letter to explain why and include the date we will send a detailed response .
How we investigate complaints
We give all complaints:
- a thorough and objective investigation
- fair treatment
If you’re not satisfied
If you’re not satisfied with the response to your complaint then you should write to the Chief Executive of the YJB, explaining why. The Chief Executive will investigate the complaint further and will aim to let you have a detailed reply within 10 working days. If this is not possible, we will write to you to explain why and include the date we will send a detailed response.
If you’re still not satisfied, you should write to the YJB’s Senior Independent Director, via [email protected] again setting out the reasons for your complaint. Their office will deal with the complaint and aim to let you have a detailed response within 15 working days. If this is not possible, we will write to you to explain why and include the date we will send a detailed response.
If you remain dissatisfied your complaint can be investigated by the Parliamentary and Health Service Ombudsman. However, the Ombudsman may only consider a complaint if a Member of Parliament refers it to them.
How we monitor complaints
Board Members receive a regular report through the quarterly Finance Audit and Risk Assurance Committee on any complaints being handled by the YJB. All complaints are analysed and used to help improve our services.
We welcome your feedback
All comments and suggestions about the work of the YJB interest us, so if there is anything we have handled well or which has impressed you, please let us know.