29.6 A complaint about MAPPA should usually be directed to the MAPPA Co-ordinator. The following process is suggested, although other arrangements are permissible.

• On receipt of a complaint, the MAPPA Co-ordinator consults the Chair of the SMB and they agree how to proceed.
• Where the complaint relates to how one particular agency has operated, the complaint should be passed to the SMB representative for that agency for the complaint to be dealt with through the agency's complaint procedure. The MAPPA Co-ordinator will write to the complainant to advise them of this.
• Where the complaint is levelled against the MAPPA process, or a decision taken by a MAPPA meeting, the SMB Chair will consult with the MAPPA meeting Chair and will, in straightforward cases, respond to the complainant.
• If the complainant is dissatisfied with the response, or the Chair believes that the case is one that requires further consideration, the SMB Chair will organise an investigation.
• A lead investigator should be identified, ideally a member of the RA.
• The investigation can be undertaken in a variety of ways including the creation of a sub-group. This might typically consist of three members: a member of the RA, a Lay Adviser and a DTC member, none of whom should be involved in the case.
• If the complainant is dissatisfied with the outcome of an investigation and wishes to appeal they may apply to the Chief Constable, Chief Executive of the relevant Probation Service division, or prison MAPPA representative and ask for a review of the process.

29.7 Complaints should be dealt with as quickly as possible and the complainant should be informed of any delays in the process. The SMB Chair should ensure that the complainant and the MAPPA Co-ordinator are kept advised of the progress of the complaint and its outcome.