Crown Office and Procurator Fiscal Service

2.1 There are a number of ways in which you can make a complaint, comment, compliment or suggestion.

2.2 You can choose the most convenient way for you from the options listed below:

• by telephone (call 0844 561 3000 from a landline, or 01389 739 557 from a mobile telephone, during our office hours which are 0845-1715 Monday-Thursday, and 0845-1645 on Friday. We also welcome calls through RNID Typetalk. Please prefix our telephone number with 18001.
• COPFS website using our online form (you can access the online form at Comments form);
• in writing using our "Have Your Say" feedback and complaints form (you can download the form from the COPFS website at Have your say leaflet or ask for a form at your local Procurator Fiscal's Office) or by letter;
• in person at your local Procurator Fiscal's Office.

2.3 When you contact us by telephone, on occasion, we may ask you to make your complaint using the online form or in writing. We may do this if we are unable to clarify the nature of your complaint over the telephone or if your complaint is of a complex nature.

2.4 Our aim is for every customer to find it simple and easy to provide feedback to COPFS. Please let us know if, for any reason, you are unable to use any of the options listed above and would like to provide feedback in a different way.

2.5 Please let us know if you would like details of our Customer Feedback Policy

Can someone make a complaint on my behalf?

2.6 You can nominate someone else to make a complaint for you. You will need to give permission in writing that you wish for someone else to make the complaint on your behalf.

2.7 Our "Have Your Say" feedback and complaints form will help you with this process. (you can download the form from the COPFS website at Have your say leaflet or ask for a form at your local Procurator Fiscal's Office)

What information should I provide?

2.8 You should provide your full name and contact details. The online form or the "Have Your Say" leaflet will help you to provide these details.

2.9 If you are making a complaint about a particular case, if possible, you should provide:

• the name of the accused person(s), the deceased, and/or other relevant names;
• the Procurator Fiscal's (PF) reference number or, if you do not know the PF reference, the police reference number;
• the date and place of the incident;
• the Police force that investigated the incident; and
• if relevant, the Court that dealt with the case.

2.10 Also, if relevant, include any complaint reference numbers (eg R00023) included on previous correspondence from COPFS regarding your complaint.

2.11 We may seek clarification of any matters that are unclear. We may also ask you for further information. When we have the necessary information we will deal with your complaint in terms of our Complaints Procedure described at paragraph 3.14 (Stage One of the Procedure).