Wednesday 21 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 provide updates on existing cases.

We are planning on the basis that this could continue for a period of time including for the remainder of this week.

If you would like to check if your complaint is ready for the SPSO or enquire about making a new complaint, please complete our Complaint Checker.  

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 201306302

  • Case ref:
    201306302
  • Date:
    October 2014
  • Body:
    Scottish Prison Service
  • Sector:
    Prisons
  • Outcome:
    Not upheld, recommendations
  • Subject:
    complaints handling

Summary

Mr C complained about how a company acting on behalf of the Scottish Prison Service (SPS) handled his complaint about his experiences in a sheriff court cell.

As our investigation found that the company had reasonably investigated the complaint and replied to Mr C, we did not uphold his complaint. We noted, however, that in their replies the company had not included information to signpost him to us or to tell him of our usual timescales within which we need to receive complaints. As this is contrary to the requirements of the Scottish Public Services Ombudsman Act 2002, we made a recommendation.

Recommendations

We recommended that the Scottish Prison Service:

  • arrange for the company to include SPSO signposting information in their responses to complainants, and demonstrate to us that the company have taken this action.

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Updated: March 13, 2018