How to Write a Letter to the Parole Board for a Family Member
Introduction
The Parole Lath aims to provide the highest standards of service and to get things right. The complaints that we receive help u.s.a. to better understand how we are doing, lessons we can learn and the improvements we can make. We are committed to listening to the public, acknowledging concerns and putting things correct where appropriate. The purpose of this Complaints Policy is to outline how to brand a complaint.
Who nosotros are
The Parole Board is an contained body that carries out risk assessments on particular prisoners to determine whether it remains necessary for the protection of the public that they should remain in custody.
The Parole Board is besides required to advise the Secretary of Land whether item prisoners should progress to open prison conditions and on the risk factors they need to address.
Our decisions are made by Parole Board members who must make an objective, fair and lawful assessment of the evidence in each individual case.
The Parole Lath has a 'Secretariat' to back up the decision-making of its members. The Secretariat is made up of teams (Operations; Member Evolution and Exercise; Business Development) who have different areas of responsibility.
If you would like more detailed data about our work delight read our
Annual Study and our Constitution.
Parole Board Members and Staff are required to adhere to the highest standards of conduct. The code of conduct outlines the purpose, powers and duties of the Parole Board, and the standards required from Parole Lath Members and Staff. There are separate Codes of Conduct for Members and Staff. The Complaints Procedure provides the framework to resolve any departure from these standards and volition be followed when in that location are any allegations of a breach of the Code of Deport.
If yous cannot admission these documents, yous can asking a re-create from u.s.a..
It will help us to respond to your complaint if yous are able to follow the post-obit guidance.
What does the complaints policy cover?
Complaints
We consider a complaint to be a formal expression of dissatisfaction near whatsoever attribute of our service by a person who has been direct involved in the service complained of. Nosotros accept complaints seriously. We volition respond to complaints finer and deal with them sensitively, fairly and thoroughly. We volition non treat any complainant less favourably on the basis of their gender, sexual orientation, race or ethnicity, inability or organized religion or belief or as a result of having made a complaint. All complaints will exist treated in the strictest confidence. We have a designated Complaints Officer who will respond to yous.
What Can I Complain Nigh?
Y'all can complain about misconduct. Our staff and members have Codes of Deport. Please read them if you are thinking of making a complaint about personal misconduct.
Some examples of the type of things we tin investigate are shown beneath:
- The use of racist, sexist or offensive language
- Failure to declare a potential conflict of involvement
- Bullying or rudeness
- Unprofessional conduct
You can complain about poor service, which may include concerns about delay, discourtesy or a failure to follow proper procedures.
There are some things we cannot deal with under complaints procedure:
- Judicial Decisions made by our members to release or not to release, to recommend or not recommend progress to open up prison conditions. If y'all wish to challenge these decisions you must apply for judicial review. We recommend that you seek expert legal advice if you wish to do this. The administration court provide guidance about judicial review and further information tin be found hither
You lot should write to our Litigation Team if you wish to challenge a judicial decision like this.
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Judicial directions fabricated by our members. If y'all wish to challenge whatsoever MCA (Member Case Assessment) Directions yous can use the MCA Response Form if you are a prisoner, representing a prisoner or representing the Secretary of Country.
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Complaints nearly other partner organisations such as prisons, the National Probation Service or Community Rehabilitation Companies. Complaints about services provided by other organisations should be directed to them.
When Should I Brand My Complaint?
A complaint should be fabricated as soon as possible when the issues are nonetheless fresh in everyone's minds; the after the complaint is made, the more than difficult it will be to investigate. Formal complaints must be made within 3 months of the event.
How to brand a Complaint
If you wish to make a formal complaint, please use the complaints form if at all possible. If you are unable to use the form we have provided, please ensure that your letter or email is headed "Complaint" and is addressed to The Complaints Officer, The Parole Lath for England and Wales, Flooring 3, 10 South Pillar, Canary Wharf, London, E14 4PU.
What Should I Say in My Complaint
This volition depend on the nature of your complaint. It volition be helpful if you can summarise your complaint on the class provided and requite specific details of the poor service problems you are raising. Please let u.s.a. know if there is anyone who can provide further relevant evidence relating to your complaint. If you are complaining nigh a alienation of our Codes of Conduct, please effort to tell united states which parts of the Code you lot think accept been breached. Let us know if you have any detail communication needs, for case if you lot take a disability which impacts on your power to communicate or if yous require aid with reading and/or writing.
The Complaints Process
There are 2 stages to the Parole Lath'south complaint process:
Phase 1
The complaint volition be registered by the Complaints Officeholder and an acknowledgement sent back to y'all or your representative within 7 days of receipt of the complaint by the Parole Board.
Complaints will exist allocated to the appropriate director, within the Parole Board, by the Complaints Officer. Some complaints will require data to be obtained from third parties. In these types of complaints we will need to share the details of your complaint with the person or people who you accept complained about, so that we can take account of the views of everyone involved. If nosotros also need more information from you, we will let you know.
If it is not possible to conclude the full investigation within 4-vi weeks we will contact you to explain why in that location is a delay and to give you a revised estimate of how long it will take us to respond in total. We will keep you updated with all key milestone points, and the status of your complaint. If your complaint is surrounding a member or panel, and then we will not exist able to provide a response until the review is concluded. Nosotros will advise of whatsoever complaints that this applies to, and inform you when we begin the investigation. In our final reply we will let you know what we accept plant and explain how and why we came to our conclusions. The final reply volition:
- Summarise your complaint
- Address the points you have raised
- Say what the result is including whether your complaint is upheld, not upheld or partly upheld
- If appropriate, explain what measures are existence taken in response to your complaint
- Give you details about how you tin accept the matter further if you are not happy with the outcome or the style in which the complaint has been handled.
Phase 2
If you lot are not happy with the response you have received at stage 1 of the complaints process you can write to the Senior Complaints Reviewer and ask for a review.
A request for review must be fabricated within 20 working days of receiving the complaint response and total details for how to make a asking for review is provided within the response letter.
The Senior Complaints Reviewer is an independent, Non-Executive Member of the Parole Board'due south Management Committee.
Complaints to the Senior Complaints Reviewer will be responded to within xx working days of receipt by the Senior Complaints Reviewer.
What tin I exercise if I am yet not satisfied?
If you remain dissatisfied with the event of your complaint, or the mode in which it was dealt with, yous can ask your Member of Parliament to write to the Parliamentary and Health Service Ombudsman who has the ability to investigate.
Contact details for the Ombudman'due south services tin can be found here.
The contact number for the Ombudsman is 0345 015 4033.
Logging and learning from complaints
We go along a log of all complaints including the source of complaints. We analyse our complaints and prepare and publish a thematic complaints report every three months which is considered by our Senior Management Team in order to identify means in which our service can be improved. A regular Complaints Report is referred to our Management Committee.
Source: https://www.gov.uk/government/organisations/parole-board/about/complaints-procedure
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