Frequently Asked Questions

What happens next?

  • We aim to acknowledge receipt of your concern within 24 hours (timescales in working days).
  • We may contact you to ask what your expectations are in relation to the outcome of your dissatisfaction/concern.
  • We will facilitate a response from the relevant force department on your behalf.

How long will it take to resolve my dissatisfaction/concern?

  • We aim to resolve your concerns within 10 working days and will update you as soon as we receive a response from the relevant force department. However, some issues can be complex and may take longer.

What if I am unhappy with the response to my dissatisfaction/concern?

  • If you’re unsatisfied with the force response and wish to pursue a formal complaint, we will refer your dissatisfaction/concern to the Professional Standards Department (PSD) at your request.

What if I am unhappy with the outcome of a complaint that PSD have already investigated?

  • The PSD are the appropriate authority to investigate complaints against police officers and staff.  If you wish to appeal the outcome of a complaint, they will provide you with details of the relevant appeal authority if appropriate, at the conclusion of your complaint.

What if I am unhappy with the appeal outcome?

  • There is currently no right of appeal to the Police and Crime Commissioner (PCC) in the police complaints system. The PCC plays a monitoring role to make sure that the force’s appeal procedure is being followed. However, this does not extend to a power to amend or overturn individual force appeals.
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