CPS Response to HMCPSI Inspection of CPS Handling of Complaints (Follow-up Inspection), July 24 2025
His Majesty's Crown Prosecution Service Inspectorate (HMCPSI) have today issued a report following their follow-up inspection on CPS Handling of Complaints
We acknowledge that there has been limited improvement in the quality of our responses to complaints since the last HMCPSI report in August 2023. We are disappointed that although there is good performance on some elements of our responses to complaints (spelling and grammar, use of legal jargon, clarity of explanation, empathy and an improvement in the quality of stage 2 complaint) and despite improvements to our guidance, processes, and training materials, there has been limited progress in the terms of the quality of complaints handling. We are particularly concerned about the findings on failure to consistently acknowledge mistakes as this should be a central to our approach in dealing effectively with complaints and providing a good service.
We therefore accept all the recommendations. Together they demonstrate a clear need for the CPS to focus on quality assurance, robust internal evaluation, and improved communciation to bring the quality of complaints handling up to the required level. The CPS prosecutes around 450,000 cases each year, and receives approximately 1,200 “stage 1” complaints every year. We will use these recommendations to make improvements to ensure complaints receive a better response and that we use lessons learned to improve our overall service.
Inspectorates’ Recommendations / Issues to address
There are four recommendations (one of these is restated from the 2023 inspection). The CPS provides its responses below and will continue to work with CJS partners in order to deliver these recommendations:
- By August 2025 the Crown Prosecution Service will ensure the correct time limit of ‘within one calendar month of the date of this letter’ is included in all stage one response letters. By October 2025 the CPS will have carried out internal evaluation to determine if all letters include the right wording and that there is clear understanding of the time limit.
CPS Response: Although our guidance is now clear on this matter, and we sampled compliance in 2024, the results from this follow-up inspection show that the positions on time limit has not been fully embedded across the CPS. We will reinforce the guidance and consider incorporating this into wider quality assurance processes.
- By March 2026, the CPS will have substantially improved the overall quality of complaint response letters. By July 2026 the CPS will have carried out internal evaluation to assess impact and whether improvement has been achieved.
CPS Response: We agree that the quality of letters must improve. We will consider how we can best support and train staff and provide robust quality assurance to ensure that letters improve by July 2026.
- By September 2025, the CPS will have developed and implemented a robust, consistent quality assurance process to improve the overall quality of complaint response letters. By January 2026 the CPS will have carried out internal evaluation to assess if quality assurance is effective.
CPS Response: Having made process and guidance improvement following the last inspection, we recognise that this needs to be complemented by robust and quality assurance processes. This recommendation sets challenging deadlines, but we accept it and will make the improvements to quality assurance processes required.
- By December 2025, the Crown Prosecution Service will review the quality assurance process and clearly define the roles and responsibilities of all those involved in the complaints process, including that of the complaints coordinators
CPS Response: We acknowledge this is revised recommendation from the previous report but welcome the revision as it recognises a need for broader understanding of quality assurance roles and responsibilities throughout the complaints process. We will use this to review roles and responsibilities as part of a wider improvements to the quality assurance process.