The Crown Prosecution Service (CPS) plays a vital role in the UK’s criminal justice system, ensuring offenders are brought to justice while supporting victims and witnesses.
However, like any public organisation, the CPS may occasionally fall short of expectations. This article explores the CPS’s guidance on providing feedback or making a complaint based on their official policy.
HM Crown Prosecution Service Inspectorate (HMCPSI) has a statutory duty to inspect the operation of the Crown Prosecution Service (CPS) and the Serious Fraud Office (SFO).
The CPS’s Commitment to High Standards
The CPS is dedicated to upholding principles of independence, fairness, honesty, openness, respect, and professional excellence. Their complaints handling is guided by standards such as the CPS Complaints Handling Standard, the Code of Practice for Victims of Crime, and the Principles of Good Complaints Handling from the Parliamentary and Health Service Ombudsman (PHSO).
All complaints are managed confidentially by trained Complaints Coordinators, ensuring fair and sensitive treatment without discrimination based on gender, sexual orientation, race, ethnicity, disability, religion, or belief. Defendants’ complaints are treated equally to those from victims or witnesses.
External oversight is provided by the Independent Assessor of Complaints (IAC), who scrutinises the process to maintain high service levels.
For more on the IAC’s role, visit the CPS website.
What the CPS Complaints and Feedback Policy Covers
Feedback includes positive or negative comments on CPS policies, procedures, services, or performance. Anyone can provide it at any time, with no restrictions. Examples might include praising a new policy or expressing dissatisfaction with a case outcome reported in the media.
Feedback is acknowledged, recorded, and analysed to improve services and promote best practices.
Complaints are expressions of dissatisfaction from those directly involved in a CPS service. They can be:
- Legal: Related to decisions, such as charging choices.
- Service: Concerning conduct, like not allowing a victim to read their personal statement in court.
- Mixed: Combining both elements.
Professional disagreements (e.g., between police and prosecutors) are excluded.
Exclusions from the Policy
Certain matters fall outside the policy:
- Victims’ Right to Review (VRR): For decisions not to charge or to end proceedings. This stems from the 2011 Killick case and is handled separately. Dissatisfaction with VRR outcomes cannot become a formal complaint. Learn more about VRR on the CPS VRR page.
- Defence Applications or Appeals: Not for dropping cases or overturning convictions; seek independent legal advice.
- Ongoing Proceedings: Responses may be limited to avoid prejudice.
- Civil Claims: Complaints pause if civil action is initiated.
- Abusive or Persistent Complaints: May be declined.
- Other Organisations: Direct complaints about police, courts, or judiciary to them (contacts below).
- Recruitment or Employment: Handled under separate policies.
CPS Complaints Procedure
Complaints can be made by the affected individual or a nominated representative (with written consent).
The process has three stages for service/mixed complaints, but legal complaints end at Stage Two.
Early Resolution
Contact your local CPS office first for informal resolution within three working days, possibly via explanation or apology.
Stage One: Local Review
Submit formally to the originating CPS office. A relevant manager investigates and responds within 20 working days (or notifies of delays).
Stage Two: Senior Review
If unsatisfied, escalate to the Deputy Chief Crown Prosecutor or equivalent within one month. Response within 20 working days.For legal complaints, this concludes the process.
Stage Three: Independent Review
For service complaints, refer to the IAC within one month of Stage Two. The IAC, independent of CPS, reviews service quality and procedure adherence, responding within 40 working days.
Contact: Independent Assessor of Complaints, 102 Petty France, London SW1H 9EA; Email: [email protected] (mailto:[email protected]); Phone: 020 3357 0893 (10am-4pm, Monday-Friday).
If involving Victims’ Code breaches, victims can escalate to the PHSO via an MP after IAC review.
PHSO details: Parliamentary and Health Service Ombudsman.
How to Provide Feedback to the CPS
There is no time limit, and feedback can be submitted via:
- Online: Use the CPS Feedback Form.
- Email: Download the form and email to your local CPS Area (addresses on the CPS Areas page).
- Post: Send written feedback or the form to local CPS addresses.
- Telephone: Call local CPS offices (numbers on the website).
All feedback helps refine services for the public.
Handling and Outcomes
Complaints are handled confidentially and fairly. You’ll be informed if upheld (wholly/partly) or not. If justified, expect an apology, corrective action and prevention measures.
In rare cases of severe distress or loss due to maladministration, a consolatory payment may be offered.
Check out our related articles on the Crown Prosecution Service (CPS), Director of Public Prosecutions (DPP), HM Crown Prosecution Service Inspectorate (HMCPSI), Rule of Law, Open Justice, Victims’ Right to Review (VRR), Is the Law Black and White ?, Abuse of Process, What Does Lady Justice Symbolise ?, McKenzie Friend, Can a Judge Direct a Jury to Find a Defendant Not Guilty ?,Law Society, Law Commission, McKenzie Friend Right of Audience, Solicitors, Solicitors Regulation Authority, Barristers, Bar Council of England and Wales, Bar Standards Board, Contra Mundum, R v Sussex Justices, Police Impartiality and the highly questionable Sussex Family Justice Board.
The Ministry of Injustice is not the Ministry of Justice nor is it affiliated in any way with the justice system, legal profession, police or any other law enforcement agencies.
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[post_title] was last updated on the 2nd June 2026
