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CPS fails to improve quality of complaint letters sent to public, says watchdog

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CPS has improved the quality of letters sent to complainants, including victims of crime, by 1% in two years according to the HMCPSI.

In 2018 and 2023, His Majesty’s Crown Prosecution Service Inspectorate (HMCPSI) published inspection reports which found that that half of written responses sent from the Crown Prosecution Service (CPS) to complainants, including victims of crime, were poor.

The prosecution watchdog has today published details from its follow-up inspection into the progress CPS has made to improve the quality of their letters.

Inspectors found that CPS has failed to implement four of the five recommendations made in 2023.

52% of the letters examined were adequate or better, which represents an improvement of just 1% from the 2023 inspection.

Inspectors found some improvements had been made in spelling, grammar and use of legal jargon. However, there were examples where CPS failed to express empathy, acknowledge mistakes, address all the issues raised in the complaint, and offer apologies and/or remedies.

Problems were exacerbated by weak quality assurance processes.

Chief Inspector Anthony Rogers said:

“Interactions between the public and the CPS are few, and behind every complaint letter is a dissatisfied person who has taken the time to write to the CPS.

“We appreciate that there are many pressures on the CPS. However, this does not excuse the lack of improvement in the quality of letters we have seen in this follow-up inspection. CPS must get to grips with this now.”

HMCPSI made four new recommendations for CPS to implement to improve the quality of complaint letters. HMCPSI has committed to a further review of the quality of letters in 2026.