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About PPO

Complain about us

If you are unhappy with how IPCI or PPO staff have treated you or if our service hasn’t met the standards you expect, you can make an official complaint to us. You can find full details in our complaints policy.

What you can complain to us about

You can complain about a number of things, including:

  • racist, sexist or other language you find offensive
  • rudeness or lack of courtesy in how we treat you
  • not following proper procedures
  • unexplained and long delays during an investigation
  • not replying to your letters, emails or phone calls

Other complaints

If you are unhappy with our decision not to investigate a complaint or with the way we handled an investigation, you can complain to the PHSO.

Making a complaint

Fill in our complaint form or contact us with your details, information about the complaint and any supporting evidence you may have. 

Email your complaint to:

Post your complaint to: Head of Business Services, Prisons and Probation Ombudsman, 3rd Floor, 10 South Colonnade, Canary Wharf, London E14 4PU.

The sooner you make a complaint, the better. We don’t usually accept complaints that are made more than 6 months after the issue.

After making a complaint

We will let you know we have received your complaint within 5 working days and will send you a complete response within 20 working days (or explain why this is not possible).