This is the second annual report of the complainant survey which we introduced in 2012 and compares the two years. There are signs, even in cases where their complaint is not upheld, that there is a greater understanding among prisoners that PPO has acted independently and without bias in reaching their decision.
Alongside analysis of this year’s findings, which is why we have identified lessons for the coming year. These include communicating better with complainants, for example to help them make eligible complaints (more than half remain ineligible), to keep them informed about progress on their case and to explain how they can use us better.