SFO handling of complaints

Date of publication
25 February 2021
Participating inspectorate
HM Crown Prosecution Service Inspectorate
Serious Fraud Office
Inspection category
Inspection type
Serious Fraud Office Reports

SFO handling of complaints report (531 kB)

File exam results (59 kB)

This inspection examined whether the SFO’s complaint handling system delivers a service in line with the guidance for public bodies.

The proper handling of complaints is an essential part of any public organisation’s accountability. How effectively an organisation deals with complaints made to it is often an indicator of how open it is to feedback and how it approaches customer relations. In the case of the SFO, a failure to handle complaints adequately can damage not only its reputation, but also that of the wider criminal justice system.

Our inspection activity included examining documents and on-site activity. Owing to the changes to working practices in the Inspectorate and SFO brought about by the COVID-19 pandemic, all on-site activity was conducted virtually.