Complaint investigation summaries

The prisoner complained that he was not informed in advance of a regime change as agreed in his individual plan. This meant he had limited time out of his cell on a particular day and he became anxious.

The prisoner complained that when she transferred from HMP Bronzefield to HMP Peterborough in July 2024, not all of her property arrived. The local complaint process informed her that her property had been located, and she would receive it shortly, but weeks later her property had still not arrived, so she contacted IPCI.

The prisoner complained that his property went missing after he moved cells. The IPCI investigation established that the cell clearance was not conducted in line with mandatory national HMPPS policy requirements.

The prisoner complained that the adjudicating governor did not know what Tarrant Representation was when he requested it at the hearing. Prisoner also complained that the adjudication paperwork lacked detail. IPCI found that the record of hearing did not show whether the prisoner had been allowed legal representation or not.

The prisoner complained that items of clothing went missing when he transferred from HMP Humber. During the investigation it was apparent that he did not transfer with all of his property. The items he complained were missing were subsequently located. Our investigation confirmed they were sent to his new establishment and were on his stored property.

The prisoner complained that a parcel sent in to HMP Pentonville, containing amongst other things 2 tracksuits, had been lost. Pentonville had offered £70 compensation for the missing tracksuits. The IPCI investigation concluded that a number of tracksuits were listed on the complainants updated property card following transfer, but that Pentonville had not properly audited the contents of the parcel they received.

The prisoner complained that a member of staff at Ashfield had agreed to amend his negative case note entry on NOMIS but had not done so. We found that this was case, but that a further NOMIS entry had been made by another officer which clarified the situation that led to the negative entry.

The prisoner, who shared a three-man cell, complained that staff were leaving their personal Email-A-Prisoner email printouts in the cell, where they could be read by their cellmates. These emails also included personal details of the sender. After IPCI’s involvement, it was established that the prison had changed its practices and emails were now delivered in sealed envelopes with the prisoner’s name on.

The prisoner complained that he had ordered a book from the prison library but had not received it. The investigation found that the book had been delivered to the wing but not given to the prisoner by wing staff.

The prisoner complained that his property went missing after he moved cells. The IPCI investigation established that no Cell Clearance Certificate was completed, contrary to mandatory national HMPPS policy requirements.