Northern Ireland Prison Service complaints policy and procedure

Complaints policy and procedure for complaints from visitors and prisoners relating to the Northern Ireland Prison Service.

Visitors to prisons

A visitor to one of our prisons may make a complaint about:

  • his or her treatment by any person employed in the Northern Ireland Prison Service
  • the facilities available to him or her at the prison
  • the cleanliness and adequacy of prison premises

Prisoner complaints

Prisoners and former prisoners, may also complain about:

  • his or her treatment by any person employed in the Northern Ireland Prison Service, including provision for his health and welfare while in prison
  • the facilities available to him or her at the prison
  • the cleanliness and adequacy of prison premises

Prisoner complaint forms are readily available on all landings and the Northern Ireland Prison Service operates a confidential complaints system.

Former prisoners wishing to make a complaint should submit it in writing to the Governor of the prison where he/she was most recently imprisoned. The complaint must be submitted within 21 days of the incident which forms the basis of the complaint.

How do I make a complaint?

If you are still not satisfied:

Where a prisoner, ex-prisoner or visitor has exhausted the internal complaints process and is not satisfied with the response they have received they may pass their complaint to the Prisoner Ombudsman or contact the Assembly Ombudsman.

Northern Ireland Prisoner Ombudsman website; Freephone 08007836317

Assembly Ombudsman website ; Telephone 028 9023 3821

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