Complaints Team

The Complaints Team is responsible for investigating complaints about:

• the Prison Service and contracted prisons
  
• the Probation Service
  
• immigration removal centres
  

Assessment Team

The Assessment Team is the first point of contact when a complaint is made and for any general enquiries to the office.

Their job is to assess the complaint to ensure it can be considered by the Ombudsman under his terms of reference.  

For more on how they go about assessing complaints see What to expect when you make a complaint.

Investigation Teams

Investigators are responsible for investigating the complaints passed to them by the Assessment Team. They look carefully at the facts and then report their findings to an Assistant Ombudsman.

Investigators may find a local resolution to the complaint which is acceptable to the complainant and agreed by the organisation they complained about.  If this is not possible and the complaint is upheld, investigators make recommendations which are sent to the complainant and the organisation they complained about.

When we have made recommendations to the Prison Service, the National Probation Service or the UK Borders Agency, the Investigation Team checks that the recommendations have been implemented.