SFO should provide substantive responses to complaints in shorter timeframe

Article summary

HM Crown Prosecution Service Inspectorate (HMCPSI) has published a report following an inspection of the Serious Fraud Office’s (SFO) complaints policy and handling of complaints, which examines whether it delivers its service in line with the guidance for public bodies. The inspection found that the SFO’s complaints policy is easily accessible on its website, the staff understand the policy and are confident in progressing complaints, and deadlines for providing acknowledgments of complaints are met. However, HMCPSI found the timeframes for substantive responses could be considerably shortened, and the wording regarding timeframes is different in the external and internal-facing complaints policy documents.