Norfolk Youth Offending Team (NYOT) is a statutory partnership and is made up of staff from four different agencies:
We are committed to providing quality services, but we also recognise that sometimes things go wrong, and that you may not always be satisfied with a service we have provided to you. You do not have to make a formal complaint to tell us about something that has gone wrong or upset you. You can make a comment or express a concern, which we will deal with or pass to the relevant agency.
We will listen to you and write down your complaint, compliment or comment either over the phone or, if you would like, we can meet with you.
We will treat your complaint in confidence and only pass details to staff who need to know in order to investigate it. We work in partnership with other agencies, this means we may need to share your information with these partners to respond to your complaint.
In order to ensure that each of the partner agencies’ individual complaints processes are adhered to correctly, ANY complaint against a member of NYOT will be referred for informal discussion to the relevant agency. This needs to occur within threeworking days of the complaint being received. It will then be a decision for the relevant agency as to how the complaint should be processed. In all matters an informal resolution would be the preferred option.
We seek to provide a service that is fair to all. We will not accept racist, sexist or any other offensive remarks or behaviour from members of staff or from the general public.
NYOT is registered under the Data Protection Act 1998 to hold information on file and computer.
We try to make sure that we act on your feedback, to prevent problems from happening again and to improve our services. However, the Local Government Ombudsman (LGO) can investigate complaints if you are not satisfied with how we have handled your complaint.
You can make your complaint direct to the LGO’s office at any time, but they will usually only take action when our investigations have been completed.
Contact the Local Government Ombudsman at www.lgo.org.uk or write to:
PO Box 4771, Coventry CV4 0EH