We work to high standards and we hope this is reflected in our work.
Nevertheless, we do recognise that there may be things you wish to complain about.
Should you wish to complain we can consider it if:
- You are or have been under supervision of the Trust
- You have been or are about to be the subject of a pre-sentence report or a specific sentence report
- You have suffered physical injury, distress, theft or damage to property as a result of an offender carrying out activities under supervision on a prison licence or community order
- You are a victim of a person convicted of an offence who is under supervision of the Trust
- You are a parent, spouse or partner, brother, sister or child of a person, in the above categories, who has died.
We can't look into something that is already being investigated by the Police or subject to a decision of the courts, statutory tribunal, Parole Board, Crown Prosecution Service, or the Criminal Cases Review Commission.
Any complaint has to be about an action or decision taken by probation staff, the Trust Board, a board member, a contractor, agent or volunteer working for the probation service. You can also complain about a failure to take an action or decision by any of these people. If your complaint is about an issue involving the Chief Officer, we ask you to send the complaint in writing to;
The Secretary of the Trust Board
Surrey & Sussex Probation Trust
4th Floor
Invicta House
Trafalgar Place
Brighton
BN1 4FR
Please note; Your complaint won't normally be considered if it is about something that happened more than 12 months ago, or that you could have known about 12 months ago.
How To Complain
Our aim is to try to resolve complaints as quickly, informally and satisfactorily as possible. To start this process we recommend that you speak to the relevant Senior Probation Officer at the Probation Office that manages your sentence.
This contact can often resolve the complaint satisfactorily without the need to undertake a formal investigation.
If you are unable to resolve the matter informally, we ask you to send the complaint in writing to:
The Chief Executive
Surrey & Sussex Probation Trust
4th Floor
Invicta House
Trafalgar Place
Brighton
BN1 4FR
A decision will be made as to how the complaint should be dealt with following its receipt. This may include resolving the Complaint informally. Within five working days of receiving your letter the Chief Officer will write to explain how your complaint will be handled. They will give the date when you can expect the outcome and may include a proposal to try to resolve it informally.
We will usually want to interview you face to face to establish precisely the nature of your complaint. This interview will be conducted by an investigator appointed by the Chief Executive.
If it is determined that your complaint is to be resolved informally but is not dealt with to your satisfaction, it remains open to you to pursue the complaint formally.
If the complaint has been dealt with formally but you remain dissatisfied you can appeal within 15 working days of receiving the outcome. Write to the Secretary of the Probation Board. Explain why you want to appeal.
The appeal should be addressed to:
The Secretary of the Trust Board
Surrey & Sussex Probation Trust
4th Floor
Invicta House
Trafalgar Place
Brighton
BN1 4FR
The Secretary will acknowledge your letter within five working days of receiving it.
A panel of three Board members will look at your appeal.
The outcome will be sent to you within 20 working days of the panel's decision. The panel will let you know if they need longer to make a decision.
If you are still not satisfied with the decision.
The Prisons and Probation Ombudsman can review your complaint if you have:
- Been under the supervision of the National Probation Service
- Been housed in probation accommodation
- Had a pre sentence report or a specific sentence report prepared about you.
Visit the Prison and Probation Ombudsman's website.
Or write to them at:
Prison and Probation Ombudsman
Ashley House
2 Monck Street
London
SW1P 2BQ
