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  1. FAQs
  2. Making a complaint

Making a complaint

Write to the Governor

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The first step is to write a letter to the Number One Governor outlining your complaint and all of the details. Governors have 28 days to reply.

If you have not received a response or are unsatisfied with the response, you should outline your complaint and email [email protected] 

Published: 1st November, 2020

Updated: 15th January, 2021

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Independent Monitoring Board

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If you are concerned about the way a loved one is being treated in prison you can also contact the Independent Monitoring Board with your complaint.

Published: 2nd November, 2020

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Unsatisfied with how your complaint was handled

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If you are unhappy with how Public Enquiries have handled your complaint, you need to contact the Prisons and Probation Ombudsman. You can also speak to your local MP to escalate matters further.

You can also seek legal advice via the Prisoners’ Advice Service or via the Legal Advice Centre.

Published: 4th November, 2020

Updated: 20th November, 2020

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Showing 10 of 3

Latest

  • Online visits booking request service returns

    Online visits booking request service returns

    The online service that allows you to request a visit to see someone in prison has been brought back to prisons in England and Wales.

  • Covid testing for visits update

    Covid testing for visits update

    Although prison visitors do not usually have to take Covid tests anymore, prisons sometimes need to bring back testing temporarily if there is a Covid outbreak.

  • Update: online visits booking request service returning soon

    Update: online visits booking request service returning soon

    The online service that allows you to request a visit to see someone in prison will be available again soon, but slightly later than first reported.

  • Update: Improvements being made to pre-call message

    Update: Improvements being made to pre-call message

    HMPPS has been receiving complaints and questions about the new message that is now played when prisoners make phone calls. Because of this, some improvements are being made to the system.

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The National Prisoners’ Families Helpline is operated by Prison Advice and Care Trust under contract to Her Majesty’s Prison & Probation Service.

The NICCO website provides information for professionals who come into contact with the children and families of offenders.