Who can complain

Hello, my name is Miriam Minty and I’m the Director of IPCI. IPCI is Independent Prisoner Complaint Investigations. IPCI is totally independent from HMPPS and we’re here to independently investigate complaints from prisoners when they’ve been through prison complaints processes first.

We’ve made this short video to help you to understand how to navigate the complaints process both in your local prison and how and when to contact us if you need to.  

Prisoner: “I’m not happy about something in my prison. What can I do about it?”  

IPCI Actor 1: “If you’re not happy about something, the best thing to do would be to raise it directly with staff first or use an application, as this often is the quickest and easiest way to get things sorted. But if this has not worked, or wasn’t possible, then you can make a formal complaint.” 

“To make a complaint, you will need to go through the prison’s internal complaint process first. Prison complaint forms, Comp 1, Comp 1A, Comp 2 and DIRF forms (for reporting discrimination) are available on the wings next to complaint boxes.   

When you have heard back from the prison, and if you are still unhappy with the prison’s response, you can ask IPCI to look into it for you.” 

IPCI Actor 2: “IPCI is the ‘Independent Prisoner Complaint Investigations’. We investigate complaints from prisoners, and young people in Secure Training Centres and Young Offender Institutions.” 

“We are part of the Prisons and Probation Ombudsman (PPO), and we are completely independent.” 

“We are not part of the prison service, and we do not take sides.” 

“We can investigate complaints about all sorts of things. From the way you have been treated in prison, to property going missing, IEP warnings, adjudications, and bullying and harassment.”  

“All of these are examples but there are many more things we can look at for you. If we can’t help you, we will try to direct you to someone who can.” 

Prisoner: “I’ve heard of IPCI, but some people in my prison said IPCI didn’t help. How do I make sure you will look into my complaint?” 

IPCI Actor 1: “If you’re unhappy with how the prison has handled your complaint, or you have not received a response from the prison within 6 weeks, then you can complain to IPCI. You need to do this within three months of receiving the prison’s final response to you.”   

IPCI Actor 2: “If we can’t investigate your complaint, we will tell you why, and what you need to do before we can investigate it for you.” 

Prisoner: “How do I send my complaint to IPCI?” 

IPCI Actor 1: “Send us copies of your COMP 1 and COMP 1A forms, or COMP 2 form, and the prison’s responses.” 

“If you have an IPCI form, fill this in to let us know what you want us to investigate, why you are unhappy with the prison’s response and what you want to happen as a result of our investigation.” 

“The IPCI form includes a checklist to remind you what you need to send us. If you do not have a form, ask your complaints clerk for a copy or send us a short letter.” 

IPCI Actor 2: “Please do not send us original documents as we cannot return them.” 

“You can get photocopies of your complaints forms and the prison’s responses for free, and postage to IPCI is paid for by your prison.”  

Prisoner: Is there anyone in the prison who can help with my complaint? 

IPCI Actor 2: “In many prisons, we have IPCI Ambassadors who are other prisoners who can help you to use the local complaints process. They can also signpost you to IPCI and let you know when and how to use our service.  

Prisoner: How do I know if there’s an Ambassador in my prison? 

IPCI Actor 1: “Ask your Business Hub – they will let you know if there’s a scheme in your prison and how to find your IPCI Ambassador”. 

Prisoner: “English is not my first language. Do you have information in other languages?” 

IPCI Actor 1: “Don’t worry if English is not your first language. Write to us explaining your complaint in your own language, and we will get this translated to English.”  

“We can arrange for our responses to you to be translated into your preferred language too.” 

“Also, if we need to speak to you when we are looking into your complaint, we can arrange for an interpreter to be present.” 

Prisoner: “What do you do when you get my complaint?” 

IPCI Actor 1: “First we let you know quickly if we can look into your complaint. If we can, it will be assigned to an investigator as soon as possible. If we can’t, we will write and let you know why and what you should do next.” 

“When looking at your complaint, our investigators will gather all the evidence they need. This may include CCTV footage and paperwork which the prison will provide. Sometimes we may need to contact you for more information.” 

“At the end of the investigation, we will make a decision to uphold or not hold your complaint. We will write to you to let you know the outcome.” 

Prisoner: “Then what happens?” 

IPCI Actor 1: “If we agree with your complaint or part of it, we will explain what we think should happen. This might mean we will ask the prison to apologise to you, to pay you compensation, amend a local process or policy, or do something else to put the matter right.” 

“If we don’t agree with your complaint – we will let you know why.” 

IPCI Actor 2: “We uphold about 30% of all the complaints we accept for investigation, and around 40% of all the property complaints we investigate.” 

Prisoner: “Ok so how do I contact IPCI?” 

IPCI Actor 2: “You can write to us at: IPCI, Third Floor, 10 South Colonnade, London E14 4PU. 

Or telephone us on 020 7633 4149 or 020 7633 4100 or lo-call 0845 010 7938”.  

Prisoner: “That’s good to know.  I will let other prisoners on my wing know about this too.” 

IPCI Actor 2: “Thank you. And we really want to make sure all those who need our support know who we are and how and when to contact us.”