Complaint investigation summaries

The prison had not maintained clear and accurate property records, so we recommended a Notice to Staff is issued, reminding them of the requirements of the policy framework. Additionally, we asked the prison to provide evidence of their procedures for removing and storing property in the event of a fire.

The investigation revealed the prison had not correctly interpreted the policy framework relating to the prison’s responsibility for property handed over to the laundry. We therefore recommended the prison consider introducing a procedure to itemise all items sent to the laundry to ensure the maintenance of clear and accurate records. We also recommended the prison apologised to the prisoner and paid full compensation for the missing items. We hold the view that this complaint should have been resolved by the prison without reference to IPCI and, as a recurring issue, this has been escalated to the relevant national policy team.

We partially upheld this complaint on the basis that the prison had not retained CCTV footage and had not appropriately investigated the prisoner’s complaint. We recommended that the Governor conduct a full and proper investigation of the complaint and reminds staff of the requirements for completing use of force paperwork.

We partially upheld his complaint on the basis that the prison confirmed that at the time of the complaint, the complaints process switched to an online google system, which failed to register received complaints (the new process was subsequently abandoned). The prison issued the prisoner a letter of apology.

We partially upheld the complaint as there is an expectation that cell bells will be answered within five minutes. However, on the day in question, while the prison was in night state, a system malfunction had set fire alarms off all across the prison. Staff were required to physically check every area for any sign of a fire. No recommendations were made as this was an extra-ordinary set of circumstances and it was clear from correspondence with Fosse Way that staff are aware that cell bells should be answered as soon as possible and ideally within five minutes.

We partially upheld the complaint because ACCT paperwork was not available for all dates required. No formal recommendations were made as it was considered that the missing paperwork was due to an administrative error, rather than a deliberate act.

We partially upheld the complaint as although the reasons for the downgrade were valid, the prison had not followed their local policy regarding notification of IEP reviews and downgrades. The prison agreed to issue a Notice to Staff reminding them of their obligations.

We upheld the complaint, but there were no formal recommendations as HMP Whatton had located the missing stored property and Lincoln reimbursed them for the missing canteen. We hold the view that this complaint should have been resolved by the prison without reference to IPCI.

We partially upheld the complaint on the basis that the outcome sent by the Director was incomplete, as verified by the complainant and a member of prison staff but did not agree that his complaint was badly handled.

We upheld the complaint it was clear that at least one bag of property was not recorded at Belmarsh. On balance it was likely that this contained canteen and was disposed of, without giving the prisoner the opportunity to post it out or otherwise dispose of it. Belmarsh agreed to offer a nominal amount of compensation.