Why Bother?

The Bournemouth and Poole Youth Offending Team wants to continue to develop its services so, if you have an idea, a problem or a complaint, tell us about it. This will help us to improve things in the future and, if you have a complaint, it will give us the opportunity to try to put things right for you.

How do I make my views known?

The first step is to tell the person who is working with you, your supervising officer or support worker. It's helpful if you can write it down, but talking to us is fine. It's also okay to ask a friend or relative to speak on your behalf or you may want to ask another organisation such as your local Citizens' Advice Bureau to help you to get your point across. If you don't feel that you can discuss your complaint with the person you are closest to in the team, then you can ask to speak to his or her Team Manager.

Comments

We analyse both positive and negative comments in order to understand more clearly the things people like, as well as the things we need to do better in the future. Our intention is that services should meet your needs and reflect your views.

Complaints

We will listen carefully to what you have to say and do our best to resolve matters as successfully as we are able. If the matter cannot be resolved at the simplest level of face to face contact, then your concern must be raised with the Service Manager who will ensure your complaint is investigated by a Team Manager who is not responsible for the area of work that you are concerned about. The Service Manager will register your complaint and will send you a written acknowledgement.

This is to ensure that:

• all the aspects of your complaint are fully understood
• nothing is overlooked

and to ensure we understand how the matter can be resolved to your satisfaction.

After agreeing the points of your complaint, the issues raised will be passed to a Team Manager who will advise you what he or she has found and what has been done about your complaint.

You should expect to receive a written reply within 28 days of confirmation of your complaint. If, for any reason, it is not possible to achieve this, the Team Manager will write to you to explain why and let you know when you can expect a response.

What if I'm still dissatisfied?

If, after all this has been done, you feel the matter has not been resolved to your satisfaction, you can appeal within 28 days of receiving the final response. Your appeal should be addressed to the Chair of the Chief Officers Group, who manages the Youth Offending Team and posted c/o the Youth Offending Team Office. The Chair of the Chief Officers Group will look at your complaint and let the Youth Offending Team Service Manager know what he or she thinks should be done. You can expect a formal response within four weeks.

Can I take my complaint any further?

If you think that the decision from the Chair of the Chief Officers Group is not satisfactory, you can ask him or her to arrange for a Review Panel to hear your complaint. You must make this request within four weeks of receiving the Chair's letter and the Panel will meet within four weeks of your request.

How does a Review Panel work?

You will receive at least ten days' notice of the Review Panel meeting which should be held, where possible, near to your home. You can bring one other person to support you or to speak on your behalf and we will nominate an officer to represent the Youth Offending Team. The Panel will be made upon three members of the Chief Officers Group who oversee the Youth Offending Team.

The Panel will want to ensure that you have the opportunity to present your complaint fully. It is helpful if you can write down the main points you want to make and for these to be given to the Panel in advance of the meeting.

After hearing all sides and having asked their question, the panel will consider what has been said and will send their recommendations to the Chair of the Chief Officers Group with a copy to you.

The Chair of the Chief Officers Group will then consider the previous response to you, in the light of the panel's comments and will write to you (within four weeks of the panel meeting) with the Youth Offending Team's final reply to your complaint.

What if I'm still not satisfied?

If your complaint relates to the performance of a particular officer and you remain dissatisfied, the Chair will advise you of what further avenues may be open to you.