Upheld complaint against the Governor of HMP Wakefield
Complaint category:
Property
Month investigation completed:
February
Year investigation completed:
2026
A prisoner complained about property lost and damaged when he moved from HMP Wakefield to HMP Full Sutton. During the course of the investigation, it became apparent that Wakefield property cards and the cell clearance certificate could not be located.
Recommendations/outcome:
In the absence of a cell clearance certificate to demonstrate that staff at Wakefield completed a cell clearance in line with policy, we upheld the complaint and recommended that Wakefield compensate the items of property that were missing. We asked the Governor to explain what action they proposed to take to ensure staff who answered complaints did so in line with national policy. We also asked them to explain what action they proposed to take in respect of the loss of the property cards and cell clearance certificate.
Upheld complaint against the Governor of HMP Wetherby
Complaint category:
Staff behaviour
Month investigation completed:
February
Year investigation completed:
2026
A young person complained about staff behaviour, specifically that a prison officer threw an afro comb which accidentally hit him in the head. The facts of the incident were not disputed, but the young person said the member of staff had not apologised. We asked the prison to issue an apology; they declined on the basis that the incident took place some time ago and the young person and the staff member now had good relations. Our enquiries suggested this was not the case.
Recommendations/outcome:
We made a formal recommendation that staff apologise for the incident.
Partially upheld complaint against the Governor of HMP Wetherby
Complaint category:
Staff behaviour
Month investigation completed:
February
Year investigation completed:
2026
A young person complained about staff behaviour when they were restrained. The prison conducted a thorough safeguarding investigation and internal review of the incident that identified some practice that needed to be addressed. However, this was in marked contrast to the response given to the young person when they complained, and we said that more could have been done to provide a formal record of the work undertaken by staff to address the incident.
Recommendations/outcome:
No formal recommendations as this related to the management of the complaints process.
Partially upheld complaint against the Governor of HMP High Down
Complaint category:
Visits, calls & letters
Month investigation completed:
February
Year investigation completed:
2026
The prisoner complained about not being allowed face-to-face visits with his son. He was assessed as presenting a high risk of harm to children and was told he needed to reduce the risk by undertaking offending behaviour work. IPCI partially upheld the complaint. As no offending behaviour work had been completed, the decision to refuse face-to-face visits with his son was not unreasonable. However, he was not prioritised for this work even though the prison was aware of his release date.
Recommendations/outcome:
IPCI recommended that the Governor issue an apology to the complainant for the failure to monitor the delivery of identified offender behaviour work while he was in prison. IPCI also recommended improvements to the oversight, prioritisation and resourcing of offending behaviour work, including better coordination between prison and probation services to ensure risk reduction work is delivered before release.
Partially upheld complaint against the Governor of HMP Full Sutton
Complaint category:
Staff behaviour
Month investigation completed:
February
Year investigation completed:
2026
The prisoner complained about alleged inappropriate behaviour by staff in the segregation unit at HMP Full Sutton. IPCI upheld the part of the complaint relating to staff behaviour. We did not uphold the complaint that the prisoner had been bullied into coming off an ACCT.
Recommendations/outcome:
The prison had already apologised to the complainant, so we did not need to make this recommendation. IPCI recommended that the Governor should ensure that staff in the segregation unit are appropriately trained and supported to carry out their roles, including managing and supporting prisoners identified as being at risk of self-harm or suicide. We also recommended that responses to confidential access complaints address the issues raised specifically, in line with the Prisoner Complaints Policy Framework.
Partially upheld complaint against the Governor of HMP Full Sutton
Complaint category:
Visits, calls & letters
Month investigation completed:
February
Year investigation completed:
2026
The prisoner complained about the suspension of his partner’s phone number from his PIN account. IPCI found that the use of AI by the caller on the prisoner’s behalf was a breach of policy. Additionally, a decision to reject the prisoner’s application for family visits was not based solely on this issue. However, the complaint was partially upheld because the notice issued to the prisoner did not clearly explain what rule he had breached.
Recommendations/outcome:
IPCI recommended that the Governor apologise to the complainant for not being clear about how the PIN system had been misused. We also recommended that decisions to restrict access to in-cell telephony and individual phone numbers are properly considered, and that any notices or warnings issued to prisoners clearly explain what the prisoner has breached. IPCI further recommended that HMPPS updates the national Communications Compact to clarify how breaching the national policy may affect prisoners’ access to telephones.
Upheld complaint against the Director of HMP Millsike
Complaint category:
Adjudication & IEP
Month investigation completed:
February
Year investigation completed:
2026
A prisoner complained that his appeal against an adjudication had not been progressed. He said he had submitted the required appeal form but had not received a response.
The investigation found no evidence that the appeal had been logged or forwarded for review, and the prison did not take action to progress the appeal even after this was raised. There was also a lack of timely engagement with requests for information during the investigation.
Recommendations/outcome:
We upheld the complaint due to delays and failures in handling the appeal. We recommended that the prison ensure adjudication appeals are properly recorded, progressed without delay, and that systems are strengthened to support effective complaint handling and engagement with oversight.
Upheld complaint against the Director of HMP Millsike
Complaint category:
Property
Month investigation completed:
February
Year investigation completed:
2026
A prisoner complained that his legal documents were sent to external storage without his authority. Legal papers are not subject to standard property limits, and there was no evidence to show the decision was justified or properly recorded.
The investigation also found that the prisoner did not receive a response to his complaint appeal, and that the prison failed to provide key records or cooperate with requests during the investigation. Although action was later taken to locate and return the property, this was only after IPCI involvement.
Recommendations/outcome:
We upheld the complaint due to failures in the management of legal property and the handling of the complaints process. We recommended strengthening complaint handling, improving record keeping, and ensuring timely engagement with investigations.
Partially upheld complaint against the Director of HMP Millsike
Complaint category:
Administration
Month investigation completed:
February
Year investigation completed:
2026
A prisoner complained about being assessed as eligible for the Building Choices Programme, stating that he did not meet the criteria and that his disability had not been properly considered.
The investigation found that staff had taken reasonable steps to explain the programme and eligibility criteria. However, the prison did not provide requested complaint documentation during the investigation, and there was insufficient evidence to demonstrate that the prisoner’s cognitive impairment had been properly considered in responses to his complaints.
Recommendations/outcome:
We partially upheld the complaint due to failings in complaint handling. We recommended that the prison improve its provision of information and ensure that responses to prisoners with disabilities are clear, accessible and tailored to their needs.
Upheld complaint against the Director of HMP Millsike
Complaint category:
Property
Month investigation completed:
February
Year investigation completed:
2026
A prisoner complained that he did not receive all of his property after transferring to HMP Millsike and remained without key items for a prolonged period. Although some items were eventually issued, delays were significant and the prison did not provide clear information, updates, or timescales.
The investigation also found that the prison did not respond fully to requests for information, which limited oversight. In addition, the same manager responded to both stages of the complaint, meaning the appeal did not provide independent review as required.
Recommendations/outcome:
We upheld the complaint due to failures in the timely and transparent handling of the prisoner’s property and poor engagement with the complaints process. We recommended improved handling of property complaints, clearer communication with prisoners, proper independence in complaint reviews, and strengthened assurance of property processes.
