CROWN OFFICE AND PROCURATOR FISCAL SERVICE
CUSTOMER FEEDBACK POLICY
A commitment to listening and responding to our customers
We are committed to giving all of those we deal with and who are affected by our service the opportunity to express satisfaction, or dissatisfaction, with our service, our policies, systems and procedures, and to changing those policies, systems and procedures where appropriate in order to improve our service.
Have Your Say
We want to improve the service we provide, and we would welcome your views on your experience of dealing with us. We seek to improve the service we provide and can learn from your experience. Equally, we need to know when we do things well so that we can disseminate best practice across the organisation. You can make a compliment, suggestion or complaint by phone or fax; in person at your local
Procurator Fiscal Office , in writing either by letter or by completing the "
Have Your Say" leaflet (pdf file), or by email to
mailto:PS/COPFS@scotland.gsi.gov.uk We aim to resolve problems as soon as possible, and in many cases it should be possible to sort them out straight away.
If we cannot resolve your complaint immediately we will acknowledge receipt of your complaint (however it is received) within 3 working days and will aim to provide a full response within 20 working days. If we cannot do so we will keep you informed of progress towards providing a full reply.
Improving our service to you
We will record all compliments, suggestions and complaints on an Office, Area and whole organisation basis. We will analyse all feedback received and consider whether our policies, systems and procedures require to be amended, either at a local level or across the organisation.
We will try to make available details of our Customer Feedback Procedure in your preferred language or special needs format.
The Customer Feedback Policy provides for a 3 stage complaint process:
Stage 1
The first stage involves the complaint being handled speedily by a manager in the office or unit where the complaint originated. If you are dissatisfied with the terms of this response to your complaint you can ask the Area Procurator Fiscal or Unit Head to review your case. If you wish such a review please write to the address on the Stage 1 reply providing details of why you are dissatisfied.
Stage 2
The Area Procurator Fiscal or Unit Head will review your case and provide a further reponse. If your remain dissatisfied with the terms of this response to your complaint you can ask the Crown Agent and Chief Executive (the Head of Department) to review your case. Should you wish such a review please write to the following address providing details of why you remain dissatisfied.
Crown Agent and Chief Executive
Crown Office and Procurator Fiscal Service
25 Chambers Street
Edinburgh
EH1 1LA
Stage 3
The Crown Agent will review your case and provide a further response. If you remain dissatisfied with the terms of this response you can take the matter up with the Scottish Public Services Ombudsman. You need to do this within one year of the date of the subject of complaint occurring.
The Ombudsman has a statutory remit which includes the power to investigate alleged maladministration. The Ombudsman has no role in relation to examining how and why legal decisions were taken, but she does have a role in examining how COPFS handled a complaint. It is for the Ombudsman to decide whether your complaint has grounds that require to be investigated.
The Ombudsman's address is:
Scottish Public Services Ombudsman
4 Melville Street
Edinburgh
EH3 7NS