Complaints Procedure

Complaints Mechanism

Introduction

The Scottish Prison Service (SPS) is committed to providing victims with a high quality of service, in a sensitive and confidential manner. The SPS welcome all of your comments, whether they are complaints, compliments or suggestions. By letting us know what you think we can monitor our performance and strive to continuously improve our service to members of the scheme.

Service Standards

The standards of service you can expect from us are detailed in the National Standards for Victims of Crime, published by the Scottish Government, and are summarised below.

1. Access to Information

You should have access to relevant information at an early stage and at appropriate times in the process;

You should be able to understand the information that is given to you; and

You should be told who to contact if you want to discuss the information that has been provided.

2. Provision of Support

You should be able to discuss your needs and you should be fully consulted on decisions affecting you at all times;

You should be satisfied with the quality of service you are receiving; and

Services should be confidential at all times.

3. Participation

When people contact you, they should explain clearly who they are, why they are contacting you and what is expected of you

http://www.scotland.gov.uk/library5/justice/nsvcl-00.asp

Making a Complaint

SPS is committed to dealing with complaints in a fair and sensitive manner. Our complaints mechanism is straightforward and easy to use.

You can complain:

In person to the VNS Department at the SPS (see Contact Points);
By phone; or
In writing, by letter email or fax

Please make it clear that you want the matter to be treated as a complaint.

It will help us if you give as much background information as you can

For example

Your name and address;
The relevant offender's name;
The name of the SPS officer who dealt with you;
The nature of your complaint; and
Which Service standard or standards (See page 1) have not been met and why?

How We Manage Complaints

The receiving officer will log your complaint and will ask the appropriate person in the VNS Unit to investigate your complaint and send you a response, normally within 10 working days of receipt.

At all times we will be honest and fair in our dealings with you and will manage the complaint with integrity and courtesy. We will:

Acknowledge receipt of your complaint and tell you who is dealing with it
Aim to respond within 10 working days and, if we can't, tell you why and let you know when we will reply in full; and
If the complaint is upheld, apologise, tell you what went wrong and what we will do to put things right.

If You Are Not Satisfied

If you are unhappy with our response to your complaint, you can ask for it to be considered by the Head of Victim Services (see Contact Points).

Taking The Matter Further

If you are not satisfied with the decision taken by the Head of Victim Services, you can ask the Scottish Public Services Ombudsman to adjudicate.

Contact Points

For complaints in the first instance, contact:

Victim Notification Scheme

Room 305c

Calton House

Edinburgh EH12 9HW

Direct Dial: 0131 244 8541

Email: vns@sps.pnn.gov.uk