If you'd like to ask a question or give us feedback, please email us at the address below and we'll respond as soon as possible:
Here at the Ministry of Justice, our purpose is to deliver people-centred services to provide access to justice for all. A big part of how we do this involves the commitment of our people to provide great service to the public every day.
Our Ministry’s Customer Charter sets out what people can expect when they interact with us.
If you’re unhappy with any aspect of the service you’ve received from our Ministry, we want to know so we can work with you to resolve your concerns.
If you’ve been dealing directly with a Ministry of Justice staff member, we suggest you get in touch with them first. You can find their contact details on letters or emails you’ve received from them. The staff member will try to resolve the matter straight away. If they can’t, they may refer your concerns to the responsible Ministry Business Unit to consider.
If after talking with us you still have concerns, you can make a complaint:
Ministry of Justice SX10088
Please include the following information with your complaint:
We may contact you if we need more information from you to progress your complaint.
The information you provide with your feedback or a complaint will be passed to the appropriate Ministry Business Unit for action, if appropriate. For more information, see:
Please note there are some complaints our Ministry doesn’t deal with.
These are complaints about:
Once we receive your complaint, we’ll send you an email or letter confirming we’ve received it.
We’ll investigate your complaint and contact you if we need more information. You should expect a response within 20 working days from the date we received your complaint.
If we need more information or the matter you’ve raised is very detailed or complex, we might need more time to make a decision. If we do need more time, we’ll let you know.
If you’re unhappy with our decision regarding your complaint, you have the right to raise your concerns with the Ombudsman.
Office of the Ombudsman contact details:
Freephone: 0800 802 602
PO Box 10152
The Ombudsman can consider complaints about the administrative acts and decisions of state sector agencies. The Ombudsman will ask you if you have first tried to resolve the matter with us directly and will consider whether you have any other remedy available.
The Ombudsman may consider your complaint and make a recommendation to us about the concern(s) you’ve raised.