Our complaints procedure has two stages:
Stage 1 - frontline response
We aim to resolve complaints quickly and close to where we provided the service, in most instances this will be at our establishments. Contact details of our prisons can be found here: Prisons | Scottish Prison Service
Most Stage 1 complaints will be resolved through dialogue. However, our prisons may choose to respond via letter/email, using a ‘TOC’ reference number.
If the issue is raised verbally, the resolution of the complaint may be an on-the-spot apology and explanation if something has clearly gone wrong, and/or immediate action/s to resolve the problem.
If required, a written response to a Stage 1 complaint will be provided within 5 working days or less, unless there are exceptional circumstances.
If we cannot resolve your complaint at this stage, we will explain why and tell you what you can do next, this may include a direction to Stage 2.
Stage 2 - investigation
This stage deals with two types of complaint: those not resolved at Stage 1, and those that are more complex and require detailed investigation.
If you wish to raise a Stage 2 complaint, details can be found under the 'Other Enquiries' section here: Contact | Scottish Prison Service
When using Stage 2, we will:
• acknowledge receipt of your complaint within three working days
• review your complaint to understand why you remain dissatisfied
• investigate the points raised
• provide a full and final response to the complaint as soon as possible, and within 20 working days
If our investigation will take longer than 20 working days, we will tell you. We will agree revised time limits with you and keep you updated on progress.