Please note that we cannot investigate any complaint relating to a particular case – you must address your complaint in the first instance to the CPS correspondence unit

Complaints Process

Although HMCPSI inspects the Crown Prosecution Service and other prosecuting authorities it does not deal with complaints arising from the services provided by the CPS or other prosecuting bodies. Such complaints should be directed to the appropriate department or area of the CPS or other prosecuting authority.
The criteria, procedure and accountability for complaints in respect of the actions, conduct or behaviour of HMCPSI and its staff are set out in detail below.

HMCPSI Complaints Procedure

HM Crown Prosecution Service Inspectorate (HMCPSI) is eager to ensure that its inspection processes are transparent and fair. Underpinning its work, the Inspectorate has Principles and Procedures, which incorporate the Government’s ten principles of inspection in the public sector. HMCPSI aims to achieve its purpose by:

• Undertaking work in an honest, professional, fair and polite way
• The use of impartial evidence
• Being open about its inspection processes
• Reporting and publishing inspection findings and recommendations for improvement in good time and to a good standard
• Promoting equality in all aspects of our work, including within our own employment practices and organisational processes
• Minimising any extra work arising for the CPS or other organisations we inspect as a result of the inspection process.

These principles are applied in inspections through the following practices:

• Feedback on initial findings at or soon after the field work visits
• Sending the draft report to those we inspect for comment on matters of factual accuracy before finalisation.

These procedures should allow ample opportunity for exploration and clarification, and we expect that any issues will normally be dealt with informally and at the earliest opportunity in the course of the inspection process.

However, there may still be occasions when an organisation or individual involved in an inspection wishes to contest the process of the inspection or to register concern about the conduct of inspection staff. There may also be instances where complaints are raised which are unrelated to the work of an inspection or audit team or the inspection process. Wherever possible HMCPSI would seek to try to resolve the issues raised immediately. If, however, matters reach the level of a formal complaint, the criteria and procedures for making a complaint are set out below.

Criteria for complaints

A complaint may be made if it is considered that:

• the conduct or behaviour of a member of HMCPSI staff, or of an inspection team led by HMCPSI, during an inspection, audit or in any other circumstances, is a cause for complaint
• the inspection process has not been properly carried out
• the approach used by HMCPSI staff is considered or perceived as unfair or discriminatory

Additional Consideration

We expect that where complaints are made these should be raised when the cause for complaint occurred, or at the time of inspection, or reasonably soon thereafter.

Procedure for making a formal complaint

1. All complaints should be set out in writing to HM Deputy Chief Inspector responsible for the CPS Area or inspection/audit project, with any supporting evidence attached. In non-inspection related matters complaints should be addressed to the Head of Corporate Services
2. The Deputy Chief Inspector or Head of Corporate Services will acknowledge receipt within five working days.  The timescales (set out below) for the full reply will be set out in that letter.
3. A senior member of HMCPSI who has not been involved in the inspection, and who has no direct connection with the matter, will consider the complaint.
4. If the complaint is about a member of HMCPSI staff, he or she will be informed of the matter and given the opportunity to comment in writing, and/or to meet with the person investigating the complaint within ten working days of the receipt of the complaint.
5. The person investigating the complaint will produce a note of their findings within one calendar month of receipt of the complaint together with any recommended actions required, and submit this to the Deputy Chief Inspector or Head of Corporate Services.  A copy will normally be given to the subject of the complaint (where relevant).
6. The Deputy Chief Inspector or Head of Corporate Services will consider the findings and reply to the complainant in writing within 10 working days of the conclusion of the HMCPSI investigation.
7. Where the matter is too complex to be dealt with within this timescale, or it requires further investigation, the complainant and the subject of complaint will be informed and given a date by which they will receive a full response.
8. If the complainant remains unhappy with the way a complaint has been handled, he or she may ask for it to be reconsidered by the Chief Inspector.

The final decision concerning how complaints are dealt with rests with HM Chief Inspector. If any complainant is unhappy with the result of their complaint they may raise the matter with Ministers or local Members of Parliament.

Accountability

The Inspectorate seeks feedback from the CPS and other organisations that have been inspected on our style, conduct and approach. A summary of our work in relation to the CPS is published in our Annual Report, where we also publish an account of any complaints and their outcome.

You may initially register your complaint using our online complaints form, or by post to:

Head of Corporate Services

HM Crown Prosecution Service Inspectorate

4th Floor, One Kemble Street

London

WC2B 4TS

Contact number for the Head of Corporate Services is 020 7210 1160.