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Making a complaint to UKROEd

We take all complaints seriously; we acknowledge on occasions things go wrong and we would aim to rectify matters as quickly as possible and ensure we disseminate any learning to all our providers and trainers.

Who do I make my complaint to?

Knowing who to complain to can seem confusing, especially if more than one organisation/police force is involved.  Further information or help can be obtained here e-mail: [email protected]

If you have contacted the police and/or provider and you still wish us to review your issue, please contact us at: [email protected]

You could also use the Relay UK app which is available to assist people with hearing and speech difficulties. Please understand that when using this App a 3rd party is involved in the communication process.

PLEASE NOTE – any complaints left at this email address will not be considered by either the police or course provider as notification from you in the event your offence or course offer dates expire.  You will receive a full response from this email address within 28 working days or sooner where possible.

If you wish to complain about the alleged offence, then you must direct your complaint to the police force who sent you the correspondence.

It is important that you do not ignore any correspondence sent to you by the police force or the course provider relating to the return of any documents which the police force or the course provider has asked you to complete either by paper or electronically.  Any delay could mean that if you have been offered a course and you do not reply within the timescales set by the police or course provider, your course offer could be withdrawn and you will probably receive a fixed penalty or be summonsed to attend court.

Your correspondence from the police force or the course provider should contain details of how to contact them, in addition to any information they may have posted on their websites.

If your complaint relates to any aspect of your course, please make the complaint to the course provider or the police force responsible for the area in which the course was provided. There is usually a process in place whereby a provider must inform its appointing police force about any complaints it receives regarding the delivery of NDORS courses. That police force may escalate the matter to UKROEd if it feels appropriate.

The complaint

UKROEd encourages all feedback because it is used to improve our overall delivery of behavioural change courses. We are grateful when clients share views and experiences, positive or negative. If you are unhappy with the provision of a course or how you have been treated. We would encourage you to initially speak to the trainer or raise your concerns early on with the course provider. They will in many cases be able to resolve the issue quickly. Many problems can be dealt with at this stage, but in some cases, nevertheless, you may feel it is more appropriate to contact UKROEd directly.

How to complain

You can make a complaint in writing or by email. Please include your consent for UKROEd to share your personal data with the relevant police force or provider.

Complaints should normally be made within 6 months of an incident or of the matter coming to your attention. This time limit can be extended provided you have good reasons for not making the complaint sooner and it is not possible to complete a fair investigation. This will be a decision taken by the Professional Standards Manager in discussion with you.

What to expect

You should expect an acknowledgement and the offer of a discussion, with a named individual about the handling of your complaint, this will occur within 3 working days of the Professional Standards Department receiving your complaint.

If you accept, the discussion will cover the period within which a response to your complaint is likely to be sent. We endeavour to resolve or investigate our complaints with 28 days. However, there is no set timeframe, and this will depend on the nature of your complaint. If the response is delayed for any reason, you should be kept informed.

Once your complaint has been investigated, you will receive a written response by e-mail. The response should set out the findings and, where appropriate, provide apologies and information about what is being done because of your complaint.

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