Making a complaint
The Prison and Probation Ombudsman (PPO) is completely independent. We investigate complaints made by people on probation or in immigration detention.
You won’t get in any trouble for sending us a complaint. Your letters to us won’t be read by the Probation Service or immigration establishment, and won’t be used against you.
If we agree with your complaint, you might get an apology, your loss covered, or even change the way the organisation works.
Before you start making a complaint
We can only accept complaints from the person directly affected by the complaint. You can help someone complain if they’re unable to (such as difficulties in reading or writing).
We can only investigate your complaint if:
- you are currently on probation or living in approved premises
- you are detained in immigration detention, or your complaint is in relation to an escort from an IRC
- you have gone through the full complaints process in your organisation first and are unhappy with the outcome
- it’s been less than 3 months since your organisation gave you their final response to your original complaint, or if the complainant does not receive a reply to their complaint within 45 working days of making it for people on probation, or 30 working days for detained individuals.
Find out more about what you can complain about.
Sending a complaint
Send us a short summary of your complaint and why you’re unhappy with the response and/or outcome. Include copies of any complaint forms and responses and copies of any other related paperwork:
Prisons and Probation Ombudsman
Third Floor,
10 South Colonnade,
London,
E14 4PU
Alternatively, email mail@ppo.gov.uk following the process set out above if you are on probation or in immigration detention.
It’s free to send a letter to the PPO if you are in immigration detention. Postage will be paid by the immigration removal centre.
Please don’t send us original documents as we can’t return them.
More information
Read our complaints guide for more information on how to make a complaint and what happens after you have sent your complaint to us. You can also download the leaflets below.