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2. Complaints procedure

It is our policy to conduct our cases to the highest standard possible. We deal with victims, members of the public and others through our work promptly and courteously. Although we always endeavour to provide a high quality service, occasionally there may be times when you feel we haven't.

Complaints covered by our external complaints procedures include:

• Poor staff behaviour 
• Professional misconduct
• Poor compliance with our non-casework policies and procedures 

How to make a complaint

You can make a complaint in the following two ways:

1. Via our  online contact form

2. In writing to:

The Complaints Officer
Serious Fraud Office
2-4 Cockspur Street
London
SW1Y 5BS

We request that all complaints be made in writing in the first instance.

The information you should provide

• It is important that you give us as much information as possible. Where possible you should include:
• Name of the employee(s) whom you are complaining about;
• Full details about the complaint (including times, dates, locations,forms of communication, SFO case reference);
• Whether there is any documentary evidence to support your complaint;
• What outcome you are looking for;
• Your full name, address and preferred contact details (including your telephone number and email address).

How we will handle your complaint

• The complaints officer will review the complaint and determine whether there is sufficient information to proceed with it (a request for further information or clarification may be sought)
• The complaints officer will determine how it will be handled. Depending on the nature of the complaint and individuals concerned, there are three outcomes from this assessment:​

1.  If the complaint is about an individual who is not an SFO employee, notification would be given in writing. The complaint may be passed to the relevant employer or regulatory body. (If the complaint is about a non-SFO member of staff, the SFO's complaint procedures will not apply.)
2. If the complaint is considered 'routine' (for example the result of inappropriate behaviour, rudeness, or general staff misconduct), it will be dealt with through the management chain. In this instance, the complaint will be forwarded to the line manager of the individual about whom the complaint has been made.
3.  If the complaint is of a more serious nature (for example if criminality is alleged), the Director will appoint an independent reviewer (external to the SFO) to conduct an investigation into the complaint. In this instance, the independent reviewer will correspond directly with the complainant.  At the end of the review, a report would be supplied detailing the findings.

•  The complaints officer will (in most cases*) speak with the individual(s) whom the complaint is about. This is necessary to establish any additional facts which may be relevant when considering the response;
• If appropriate, the SFO will try to address the complaint informally by either a telephone call or in writing;
• If the complainant exhausts the complaints procedure and remains dissatisfied, the complaint will be passed on to the Attorney General's Office (AGO).

*If the complaint is of a particularly contentious nature, the individual will not be consulted

Response times

• To acknowledge receipt of a written complaint within five working days of receiving the letter;
• In most cases, to provide a full response to the complaint within twenty working days of receiving the letter;
• If referred to an independent reviewer, aim to provide a full response within forty working days of receiving the letter