English Feedback and complaints guidance (PDF format, 305kb)

Crown Prosecution Service - <strong>Feedback</strong> <strong>and</strong> Complaints<strong>Feedback</strong> <strong>and</strong> Complaints Policy1.1 IntroductionThe Crown Prosecution Service (CPS) aims to provide the highest st<strong>and</strong>ards of service <strong>and</strong> toget things right. However, there will be occasions when we fall short of these st<strong>and</strong>ards. Thepurpose of the <strong>Feedback</strong> <strong>and</strong> Complaints Guidance is to outline how to provide feedback or makea complaint on any aspect of our service.1.2 Our commitmentThe role <strong>and</strong> purpose of the CPS is to bring offenders to justice, help reduce both crime <strong>and</strong> thefear of crime; promote public confidence <strong>and</strong> provide effective support to victims <strong>and</strong> witnesses.We are committed to developing a culture of excellence by setting clear st<strong>and</strong>ards about theservice that the public can expect from us <strong>and</strong> providing the opportunity to tell us whether or notwe have met those st<strong>and</strong>ards. The way in which we h<strong>and</strong>le <strong>complaints</strong> is underpinned by thevalues of the CPS which are:• We will be independent <strong>and</strong> fair• We will be honest <strong>and</strong> open• We will treat everyone with respect• We will behave professionally <strong>and</strong> strive for excellence.We are committed to listening to the public, acknowledging concerns <strong>and</strong> putting things rightwhere appropriate. The CPS Core Quality St<strong>and</strong>ards (CQS) outlines the quality of servicethat the public are entitled to expect from the CPS. We are held to account by the delivery ofthese st<strong>and</strong>ards <strong>and</strong> have a commitment to deal promptly <strong>and</strong> openly with <strong>complaints</strong> about ourdecisions <strong>and</strong> the service we provide. We are committed to transparency <strong>and</strong> accountability<strong>and</strong> have introduced independent scrutiny of our feedback <strong>and</strong> <strong>complaints</strong> h<strong>and</strong>ling through theIndependent Assessor of Complaints (IAC) in order to achieve the highest st<strong>and</strong>ards of service.We will respond to <strong>complaints</strong> effectively <strong>and</strong> deal with them sensitively, fairly <strong>and</strong> thoroughly.We will not treat any member of the public less favourably on the basis of their gender, sexualorientation, race or ethnicity, disability or religion or belief <strong>and</strong> all <strong>complaints</strong> will be treated in thestrictest confidence.2