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 201004890

  • Case ref:
    201004890
  • Date:
    September 2011
  • Body:
    Scottish Prison Service
  • Sector:
    Prisons
  • Outcome:
    Some upheld, action taken by body to remedy, no recommendations
  • Subject:
    complaints handling, claim form

Summary
Mr C, who is a prisoner, complained that the prison failed to properly handle his property claim form and CP2 complaint form (the route a prisoner uses to complain confidentially to the Governor of the prison) and because of this, they went missing. The prison acknowledged that Mr C's claim form and CP2 complaint appeared to have gone missing and took steps to address the issues. This included fast tracking Mr C's claim form and putting an optional confidential complaint logging system in place for prisoners to use.

Because Mr C's claim form and CP2 complaint went missing we upheld his complaint. However, because of the remedial action already taken by the prison we did not make further recommendations.
 

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Updated: March 13, 2018