Complaints procedure
We treat any written or spoken expression of dissatisfaction with the service provided by Gov Facility Services Limited or its staff as a complaint.
GFSL has a Complaints and Compliments (C&C) procedure to provide our customers with a direct route to raise complaints or offer compliments. Our ‘customers’ include prison staff, HMPPS PMG staff, any third party staff on site (eg Healthcare, Industries) and offenders.
C&Cs can be raised through any of our staff or directly to gfsl_admin@govfsl.com.
GFSL Admin Team,
1st Floor,
Albany House,
98 Petty France,
London SW1H 9E
We aim to reply to all complaints within 10 working days. If we cannot resolve your complaint we will tell you what steps you can take if you want your complaint to be further investigated.
We only deal with complaints relating to the services provided by Gov Facility Services Ltd and its staff.