Monday 19 October: Complaint form offline

The supplier of our case management system has confirmed that they are experiencing a significant technical issue.

At present, we have no access to the case management system and we are currently unable to take new Public Service Complaints or provide updates on cases. We are planning on the basis that this could continue for a period of time including next week.

Please be assured we are doing all we can and will provide updates on our website.

For an all service update: Service update | SPSO

Decision report 201005387

  • Case ref:
    201005387
  • Date:
    October 2011
  • Body:
    Scottish Prison Service
  • Sector:
    Prisons
  • Outcome:
    Not upheld, no recommendations
  • Subject:
    complaints handling

Summary
Mr C, who is a prisoner, complained to the prison because he was unhappy that the Governor decided to respond to several separate confidential access complaints on the same sheet of paper. Mr C said he asked for his complaints to be responded to separately to ensure privacy and to allow him to progress his complaint if he felt it was necessary. Mr C also complained about the prison's handling of his complaint.

The prison told Mr C they were satisfied with the way the Governor chose to respond to his separate complaints because they were related to the same issue.

In reviewing Mr C's complaint, we decided that the Governor's decision to respond to several separate complaints on one sheet of paper was reasonable and proportionate given the circumstances and we did not uphold Mr C's complaint. We also did not uphold Mr C's complaint about the prison's handling of his complaint.
 

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Updated: March 13, 2018