Crown Office and Procurator Fiscal Service

1.1 The Crown Office and Procurator Fiscal Service (COPFS) is responsible for the investigation and prosecution of crime in Scotland, the investigation of sudden or suspicious deaths, and the investigation of complaints against the police.

1.2 COPFS aims to serve the public interest while maintaining public confidence in the criminal justice system. We also aim to engage with local communities and respond to their needs and priorities [1].

1.3 We recognise that a key element of achieving those aims is listening to those who are, or have been, affected by the work that we do and, in turn, the service we provide.

1.4 We want to hear about your experience of dealing directly with COPFS, whether it is good or bad, or how you have otherwise been affected by our service. We can learn from your experience.

1.5 We are committed to:

• giving our customers the opportunity to comment on the service COPFS provides, including our policies, systems and procedures;
• listening to our customers and recording their feedback;
• responding to complaints in a timely and helpful manner; and
• using feedback to inform changes and improvements, as appropriate, so that COPFS delivers a better service.

Who are our customers?

1.6 Our customers are any person or organisation who we deal with in connection with our work or who is affected by our work.

What is customer feedback?

1.7 Customer feedback is any complaint, comment, compliment or suggestion from our customers regarding the work of, and/or the service provided by, COPFS.

1.8 Specifically, a complaint is any written or spoken expression of dissatisfaction with the service we provide.

Why does COPFS value customer feedback?

1.9 COPFS aims to deliver a high standard of service. Customer feedback, both positive and negative, including complaints, can provide valuable insight into the public perception the service we provide. It can also help us improve our standards of service.

1.10 We want to identify good practice within COPFS and ensure best practice is disseminated across the whole of the organisation.

1.11 We also want to put things right, if possible, when something goes wrong.

COPFS Response to customer feedback

1.12 We aim to record all customer feedback received.

1.13 We will regularly analyse all feedback and consider whether lessons can be learned to improve our service. As part of that, we will review our policies, systems and procedures to see if any changes require to be made, either at a local level or across the whole of the organisation.

1.14 We will also monitor the operation of this policy.

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[1]Further information about COPFS, including its aims, values and objectives, is available at www.copfs.gov.uk/About.