Making complaints about staff at the Parole Board

How to make a complaint

We want to ensure that we listen to feedback and improve our service. An important way of doing this is through our complaints procedure.

A complaint is any written or spoken expression of dissatisfaction by any individual or organisation about the service we provide.

We aim to ensure that we:

• Treat complaints seriously and deal with them properly.
• Resolve complaints promptly and informally whenever possible.
• Learn from complaints and take action to improve our service.

Your right to complain

Everyone has the right to complain. There are four ways to resolve a complaint:

• Informal discussion
• Formal procedure
• Review stage
• Consulting the Ombudsman

Making a complaint: The informal approach

If you are unhappy with the service provided by the Board or a member of staff the most practical solution is to talk to the person with whom you have had contact. They or their manager may be able to resolve the problem there and then. Your views will be noted by the manager, who will detail the action taken as a result of your complaint. By implementing such procedures the Board works towards improving its service.

Making a complaint: The formal procedure

If an informal agreement is not possible, you can put your complaint in writing - or ask someone to do it for you. You can send an e-mail or write a letter. We can also supply you with an easy to use form on which to detail your concerns, including a copy in MsWord format. We will acknowledge your communication within 2 days and appoint an Investigating Officer who has not been involved in the complaint.

Written complaints should be sent to:

Pat Boshell
The Complaints Officer
Parole Board for England and Wales
Grenadier House
99-105 Horseferry Road
London, SW1P 2DX

Tel: 020 7217 0111
Fax: 020 7217 0118
e-mail: patrick.boshell3@paroleboard.gsi.gov.uk Complaints Officer

Review stage

If you are not happy with the response from the Investigating Officer, you may appeal. This will be considered by the Chairman or Chief Executive who may refer the complaint to a panel of senior managers or Board members before responding.

Consulting the Ombudsman

If you remain unhappy with the action taken by the Parole Board, you may ask that the independent Parliamentary Commissioner for Administration (the Ombudsman) investigates your complaint and how it has been handled. You cannot complain directly to the Ombudsman yourself; you must ask your Member of Parliament to do this for you. Your local library or Citizens Advice Bureau can give you your MPs name. You can get a leaflet which explains about how the Ombudsman can help you by telephoning 0845 015 4033.

Complaints not covered by this procedure

This procedure should not be used to complain about a parole decision made by the Parole Board in the case of an individual prisoner. Such complaints are dealt with under a separate procedure managed by the Boards Post-Panel Team.

This procedure should not be used for making a complaint about a Parole Board member. Such complaints are dealt with under a separate procedure.

A full version of the Parole Boards Procedure for Reporting, Investigating and Resolving Complaints can be found on our website.

The Parole Board for England and Wales

Grenadier House, 99-105 Horseferry Road, London, SW1P 2DX

Telephone 0845 251 2220