Client feedback & complaints
We welcome feedback. Your experience helps us improve our service and make sure we treat every case with care and professionalism. If something has gone well, please tell us, and if you’re unhappy with any aspect of our service, this page explains how to complain, what we will do, and how your complaint may be escalated.
How to make a complaint about our service
If you want to make a complaint about the quality of our service, please tell us as soon as possible and include:
- your name and contact details;
- a concise description of the issue;
The dates and any reference numbers;
- what outcome you would like (for example: an apology, clarification, correction, more work, or a refund).
You can complain by:
- Email: info@prisonerrightslegalservices.co.uk
- Use our online contact form, or
- Send a short note by post to: Prisoner Rights Legal Services Ltd, Floor 3, 86-90 Paul Street, London, EC2A 4NE.
Phone: 0203 697 0403 (Mon–Fri, 9:30–17:00) please leave a voicemail if unattended and we will call back.
If you’d like us to contact you about your feedback, include a name and phone number or email and the best time to call.
Our complaints process (what to expect)
- 1. Acknowledgement (within 2 working days)
We will acknowledge receipt of your complaint in writing (email or post), confirm who is handling it, and provide an initial timescale for a full reply.
- 2. Initial review and investigation (normally within 10 working days)
We carry out a focused investigation, which may include reviewing files, speaking to staff involved and asking you for additional information if required.
- 3. Formal response (usually within 20 working days of acknowledgement)
You will receive a written response setting out: our findings, any remedial action we will take, and any offer we propose (apology, correction, further work, refund, or other remedy). If we cannot complete the investigation within 20 working days we will write to you explaining why and give a revised deadline.
- 4. Internal review / escalation (if you remain dissatisfied)
If you are unhappy with our response you may ask for an internal review by a senior manager who was not involved in the original decision. Request a review within 14 days of receiving our response and we will aim to reply within 15 working days of your request.
Remedies and outcomes
We aim to resolve complaints fairly and promptly. Possible outcomes include:
- explanation and apology;
- correction of factual errors or documents;
- further or remedial work to complete the service you expected;
- refund or partial refund in appropriate cases;
- changes to our processes, staff training or policy where we identify a systemic issue.
Where appropriate we will offer you a choice between remedial options.
Confidentiality and data protection
We treat complaints confidentially. Information will only be shared with staff who need it to investigate and resolve the matter. We will handle personal data in accordance with our privacy notice and applicable data-protection law. If your complaint raises safeguarding or legal concerns that require third-party disclosure, we will explain that to you before taking any action unless immediate disclosure is necessary to prevent harm.
If your complaint is about our handling of your personal data, you may also refer the matter to the Information Commissioner’s Office (ICO).
What we will ask from you
To investigate quickly we may ask you to:
- confirm the facts in writing;
- provide copies of relevant documents or emails;
- clarify what outcome you want;
- consent to us contacting third parties if needed.
- Please provide reasonable co-operation so we can deal with your complaint promptly.
Time limits
We ask that complaints about our service are made within a reasonable time of the event complained about. If you are raising an older matter, we will still consider it but may need to investigate the reasons for the delay and whether a fair investigation is possible.
Anonymous feedback
We welcome anonymous feedback but note that anonymous complaints are harder to investigate because we cannot contact you to clarify points or explain outcomes. If anonymity is necessary for safety reasons, tell us why and we will take extra care to protect your identity.
Monitoring and continuous improvement
We review complaints data regularly to identify trends and drive improvements in training, processes and client communications. Your feedback helps us improve service quality for everyone we assist.