Understanding the Prison Complaints Procedure

Prison Info

If you are a UK prisoner and feel wronged by a person or situation while in custody, it is your right to initiate the Prison Complaints Procedure. Below, we explain the steps and important aspects of this process.

The Complains Process
The prison complaints procedure is quite straightforward. Understanding this process can help ensure your compliant is managed properly and resolved effectively.

  1. Issue a Complaint Form: This is obtainable from the prison staff. You need to fill in the details of your complaint. Be concise and clear when doing this.
  2. Submit the Form: After filling out the form, it must be submitted to the prison staff. It should be processed within 5 working days.
  3. Handling of Complaint: A member of the staff would be assigned to handle the complaint. They would investigate and respond appropriately.
  4. Response: The prison should provide a written response to your complaint within 5-28 working days, depending on the complexity of the issue.

Request Review
If you are not satisfied with the initial response to your complaint, you might request a review, usually referred to as a ‘Governor’s Review’.

The Independent Adjudicator
Assuming you remain dissatisfied with the outcome from the Governor’s review, you can seek an independent adjudicator, The Prisons and Probation Ombudsman (PPO) – an independent body that investigates complaints made by prisoners.

  • Timeframe: You must contact the PPO within a month of receiving the decision of the Governor’s review.
  • Scope: The PPO covers complaints about treatment and care provided by the prison system.
  • Process: When a complaint is received by the PPO, it will be assessed for eligibility then investigated if necessary.
  • Resolution: Once the investigation is completed, a report will be generated. If your complaint is upheld, recommendations will be made to the relevant authorities.

Legal Assistance
If the complaint involves serious issues like alleged abuse, you have the right to legal assistance. Access to a solicitor can help in navigating the complexities of the complaints process.

Remember, making a complaint is your right. Make sure that your voice is heard.

Note: For support during the prison complaints procedure, organizations such as ‘Action for Prisoners’ and ‘Families Advice’ can help.

Data Protection
Under the UK Data Protection Act, it is important that your personal data must be handled properly throughout the complaints process. Any misuse of personal information would be a breach of UK law.

This guide is designed to help explain the prison complaints procedure, ensuring you have the knowledge needed to confidently express your complaints.

Make sure you’re aware of the deadlines and really understand the process – you have the right to be heard, use it if you need to.

What is the cheapest way to call from Prison?

It is by far cheaper to call landline numbers - however landlines are becoming less common in homes & it is by far more convenient to call your loved ones mobile incase you are calling when they aren't at home. Our call packages gives you the best of both worlds - landline call pricing, but the prisoner can call you on your mobile!

Is it cheaper to call a landline from prison?

Most definitely - YES! Mobiles can cost over 25p per minute, the precious phone credit runs out very fast! Our unlimited prison calls package saves money whilst adding the convenience of being able to pickup calls on your mobile.
© PRISON INFO. All rights reserved.