We'll look at your complaint and our standards team will assess its nature and seriousness.
If the reasons for your complaint are clear and no investigation is needed, we’ll try to get back to you quickly with information or an explanation.
If we need to look at your complaint in more detail, we'll contact you to explain the next steps, how your complaint will be investigated and how a decision about it will be reached.
A complaint handler who isn’t directly connected to your complaint will look into it. The complaint handler will get in touch with you to ask for any missing details and answer any questions you may have.
They'll ask you how you'd like to be contacted and keep you informed of the progress.
You must receive an update every 28 days and at the end of the complaint process.
Complaints we get from the IOPC
If you make an initial complaint to the IOPC, they'll forward it to us. We’ll then follow the same process as if you'd contacted us directly.
Please note, the majority of complaints will be dealt with by your local police force.
However we handle your complaint we'll write to you to tell you the outcome and explain whether you can request a review.
We'll refer serious complaints we receive to the IOPC.
Serious complaints include:
action (or lack of action) that led to a person’s death or serious injury
serious sexual offence
The IOPC may choose to investigate these cases themselves, independently of us.
Why your complaint might not be dealt with
Your complaint won't be dealt with if it's not 'reasonable and proportionate' for us to do so.
This could be because we've already looked into it, you weren't directly affected by the events the complaint is about or there's a more appropriate process for raising the complaint, for example, the Victims' Right to Review Scheme.