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What鈥檚聽the difference?聽

• a complaint is when you are unhappy with something the YJB has done or聽perhaps failed聽to do聽

• a matter of concern is when you are worried about聽a serious issue, suspected wrongdoing, or a risk affecting the youth justice system or the delivery of youth justice services (YJSs)

How to make a complaint

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.

To ensure that your complaint is received and dealt with as soon as possible, please email YJB.Enquiries@yjb.gov.uk setting out the details of your complaint, and what you believe we should do to resolve the matter.

You can also write to us at:

What happens next

We will acknowledge your complaint and aim to send you a full response within 10 working days.聽

If we cannot meet this timescale, we will write to explain why and tell you when you can expect a response.

How we investigate complaints

We handle all complaints 飞颈迟丑:听

• a thorough and objective investigation聽

• fair treatment throughout the process

If you鈥檙e not satisfied

If聽you鈥檙e聽not satisfied with the response to your complaint then you should write to the Chief Executive of the YJB, explaining why. The Chief Executive will investigate the complaint further and will aim to let you have a detailed reply within 10 working days. If this is not possible, we will write to you to explain why and include the date we will send a detailed response.聽

If聽you鈥檙e聽still not satisfied, you should write to the YJB鈥檚 Senior Independent Director, via yjbsecretariatteam@yjb.gov.uk again setting out the reasons for your complaint. Their office will deal with the complaint and aim to let you have a detailed response within 15 working days. If this is not possible, we will write to you to explain why and include the date we will send a detailed response.聽

If you聽remain聽dissatisfied your complaint can be investigated by the聽. However, the Ombudsman may only consider a complaint if a Member of Parliament refers it to them.

How we monitor complaints

The YJB鈥檚 Board Members receive regular reports through the quarterly Finance, Audit and Risk Assurance Committee on complaints handled by the YJB. We analyse all complaints to help improve our services.

We welcome your feedback

If there is anything we have handled well, or if you聽have聽suggestions for improvement, we would like to hear from you.

How to raise a matter of concern

Email YJB.Enquiries@yjb.gov.uk 飞颈迟丑:听

• details of your concern聽

• which part of the youth justice system it relates to聽(e.g. a youth justice service)

You can also write to us at:

We will make sure your concern is considered and handled appropriately.聽

Important information聽

The YJB鈥檚 role is to make sure serious concerns about youth justice are heard,聽recorded聽and passed to the right organisation. We will not ignore concerns, but we do not usually investigate individual cases ourselves. Instead, we ensure concerns are considered at a senior level and inform our oversight of the youth justice system.