Serious Fraud Office serves victims well in its handling of complaints

In a new report out today, Her Majesty’s Crown Prosecution Service Inspectorate (HMCPSI) praises the Serious Fraud Office (SFO) for the way in which it handles complaints.

The report found that the SFO receives a low number of complaints, and nearly all related to a refusal to investigate an alleged fraud. The criteria for the SFO taking on an investigation and potential prosecution are high as it has the resources only to deal with the most complex of frauds. Inspectors reviewed 14 complaints made to the SFO between 1 April 2019 and 31 January 2020 – the total number of complaints received in that period.

Inspectors found the formal stages of the SFO’s complaints policy are clear, making the process accessible to members of the public. Inspectors assessed the quality of responses provided to complainants and found they are of a high standard and that there are structures in place to ensure complaints are responded to in full. The report also found that the SFO already has the correct culture in place with staff dealing with matters informally before they progress to a formal complaint.

But the inspection found that while the standard of investigation and response to the complaint was high, too long was taken to reply. The report recommends that timeliness of response needs to be improved. Inspectors also found that the SFO does not record the outcome of complaints, preventing any learning or evaluation from taking place. The report also recommends that responses should include the complainant’s options for next steps, if any, and signposting other assistance such as the police.

 

Commenting on the report, Chief Inspector of HMCPSI, Kevin McGinty said: ‘The SFO should be commended for its complaint handling – a key part of the provision of any public service. While my inspectors have recommended some improvements that can be made, the SFO’s responses were overall of a high standard.’

 

Notes to Editors:

• Due to the pandemic, all on-site inspection activity was conducted virtually and took place between 30 November and 7 December 2020.
• The full review can be found here: SFO handling of complaints report (411 kB)
• Inspectors spoke to heads of divisions and staff focus groups.