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The aim of this inspection was to assess the operational effectiveness of the COPFS Victims' Right to Review Scheme. Part one focusses on the effectiveness of procedures and processes; the quality and robustness of reviews; and the communication and contact with victims. Additionally, the thematic report on complaint's handling and feedback was published in 2015 and part two of this report is to review and assess the Crown's response to the original recommendations and review complaints handling.
Additional
Recommendations
25. We made 15 recommendations designed to strengthen and improve the complaints process and promote a culture focused on people rather than process, where complaints are valued as a key indicator of customer satisfaction, and as a source of feedback to identify recurrent themes and systematic issues.
26. We assess and report on the progress that has been made against our recommendations.