Prisons and Probation Ombudsman Complaints UK Guide

Overview

The Prisons and Probation Ombudsman is an independent body that sits outside the Ministry of Justice, the Prison Service and the probation system. Its job is to look impartially at complaints from people in custody or under supervision, and to investigate every death that happens in prison, in an immigration removal centre, in a secure children's home or secure training centre (where ordered by the Secretary of State), and some deaths of people recently released on probation.

The Ombudsman doesn't have the power to overturn court decisions or parole board rulings, and it can't change sentences. What it can do is examine how decisions were reached, whether proper procedures were followed, and whether someone has been treated fairly.

Where things have gone wrong, the PPO can make recommendations to the organisation involved, such as changes to practice, an apology, or a reconsideration of the decision. Findings are set out in a written report, and the body concerned is expected to respond to the recommendations made.

Key steps

1. Raise the issue internally first. Before the Ombudsman will consider your complaint, you need to have gone through the complaints procedure of the prison, probation service or removal centre involved. This usually means submitting a complaint form and, if you're unhappy with the response, taking it to the next stage of appeal within that organisation.
2. Gather your paperwork. Keep copies of every complaint form you submitted, every response you received, and any relevant supporting documents such as letters, medical records or witness accounts. The PPO will want to see what was said and decided at each internal stage, so having these to hand makes your case much easier to put together.
3. Submit your complaint within three months. You have a three-month window from the date you received the final internal response to bring your complaint to the PPO. Late complaints can sometimes be accepted where there's a good reason for the delay, but it's safer to act promptly. You can write to the Ombudsman by post or contact them through the channels listed on their website.
4. Explain clearly what went wrong. In your complaint, set out the facts in chronological order, say what outcome you were hoping for from the internal process, and explain why you think the response you got was inadequate. Be specific about which decisions or actions you're challenging, and what you'd like the Ombudsman to do.
5. Wait for the eligibility decision and investigation. The PPO will first check whether your complaint falls within its remit and meets the basic requirements. If accepted, an investigator will be assigned. Investigations can take several months depending on complexity, and you'll be told the outcome in writing along with any recommendations made.

Common questions