Youth Justice Board complaints
The YJB’s values are based on efficient working practices which comply with statutory requirements. However, like any organisation, the YJB recognises that individuals or organisations may feel dissatisfied with the way in which the YJB has dealt with a particular matter. Mistakes are made from time to time and need to be rectified. The purpose of this procedure is to explain the procedure for making a complaint and obtaining redress.
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 is a complaint?
A complaint to the YJB is an expression of dissatisfaction about the way the YJB has acted, or failed to act in the exercise of its statutory duties. For example, a complaint might be made about a failure to deal with a matter or delay in dealing with it, bias or unfairness, discourtesy, failure to follow proper procedures, or mistakes made in carrying out the YJB’s functions. The YJB is committed to equal opportunities and would take complaints about discrimination very seriously.
Please note that the procedures set out here are not appropriate if you wish to appeal against a YJB decision, for instance in relation to a grant application. The complaints procedure is not an appeals system against properly reached decisions of the YJB.
What do I do if I have a complaint?
Please take the matter up directly with the person with whom you have been dealing. Say what you are unhappy about and see if anything can be done on the spot. Otherwise you may make a complaint to the Chief Executive in writing. Set out the circumstances and detail the nature of the complaint and send it to the Chief Executive at:
Youth Justice Board for England and Wales
102 Petty France
or by email to email@example.com.
How does the YJB respond?
If we are unable to deal with your complaint immediately, we will send you an acknowledgement and every effort will be made to send a detailed reply within 10 working days. When this is not possible, a letter will be sent explaining the reason and giving a date by which a detailed response will be sent to you.
How are complaints investigated?
All complaints will be thoroughly and objectively investigated, and dealt with even-handedly. If you feel that your complaint should be investigated in confidence please make this clear. In such cases, we will not divulge your name without seeking your prior approval.
What happens if I am not satisfied?
If you are still not satisfied with the response from the Chief Executive, you should write to the Chair of the Board, again setting out the relevant details. The Chair's office will deal with the complaint and aim to let you have a detailed reply within 15 working days. Where this is not possible, a letter will be sent explaining the reason and giving a date by which a detailed response will be sent to you.
If you are still dissatisfied, you may complain to the Secretary of State for Justice at:
Youth Justice Policy Unit
Post Point 4.02
4th Floor Red Zone A
102 Petty France
London SW1H 9AJ
Complaints may also be investigated by the Parliamentary Ombudsman – the Parliamentary Commissioner for Administration. However, he may only consider a complaint if a Member of Parliament refers it to him.
Board members will receive a report on complaints and the way they have been dealt with. We will study all complaints and use them to help improve our services.
We are interested in all comments and suggestions about the work of the YJB, so if there is anything we have handled well or which has impressed you, please let us know.