Feedback and complaints
If you would like to provide feedback or make a complaint on any aspect of our service, we would like to hear from you.
Feedback on your experiences, both positive and negative, helps us to identify good practice and make improvements to our services so they continue to meet the needs of the public.
When you tell us about a good experience it helps us identify best practice and encourages us to improve our service.
If you have a bad experience, you can make a complaint (if you have been directly involved in the matter you are complaining about). If you are not directly involved in the matter about which you wish to complain you can provide us with negative feedback.
If you want to complain, the first thing to do is to talk to your local CPS or the member of staff involved. They will try to resolve the problem immediately.
You can also make a complaint to us directly through the completion of the online form.
Feedback and Complaints Guidance
- Listen to what you say.
- Investigate the problem.
- Where we have made a mistake, we will:
- Admit it.
- Take action to stop it happening again.
- If we conclude that we have not made a mistake, we will explain our reasons to you.
- If you are not happy with our explanation, we will tell you how you can take the complaint further.
We will respond to complaints promptly and effectively deal with them sensitively, fairly and thoroughly. All feedback and complaints will be treated in the strictest confidence.
Find out more about our Feedback and Complaints Guidance
Who can complain?
Anyone can provide feedback to the CPS and there is no time limited for doing so. If you have had direct contact with the CPS, you can make a complaint.
The complaint can be made by you or by someone you ask to make the complaint such as:
- a member of your family or friend
- a support group
- a legal adviser or other professional
Written permission will need to be provided for a representative to act on your behalf.
If you want to complain about something that has happened to someone else, then your concerns will be recorded as negative feedback. We will not enter into correspondence with you if you provide us with feedback.
What can I complain about?
If you have had direct contact with the CPS and had a negative experience, you can make a complaint.
Complaints can be either:
- Legal Complaints(excluding victim right to review cases) relating to legal decisions made by the CPS, or
- Service Complaints relating to the way in which we have conducted ourselves. The Independent Assessor of Complaints (IAC) for the CPS will only consider service complaints.
Sometimes people complain to us about problems with other criminal justice agencies for example, concerns about the handling of an investigation, which is the responsibility of the police or problems at court that are the responsibility of the court service.
In these cases, we will tell you how to send your complaint to the right organisation.
Sometimes problems involve more than one organisation for example, the police and the CPS.
In these cases, we will try to sort out the problem and we will work with the other organisation to provide a joint reply if we can.
How long do I have to make a complaint?
You should complain about a problem as soon as possible.
We do not deal with complaints made about things that happened more than six months ago.