How will my complaint be dealt with?

Once your complaint is assessed and recorded as being about the conduct of a police officer or member of staff, then it will be dealt with in one of two ways:

Local resolution
Local resolution is a process for dealing with your complaint in attempt to provide a proportionate and realistic outcome to the issue you have complained about. It is suitable only for complaints which, even if proven or admitted by the person(s) complained about, would not result in formal misconduct proceedings being taken.

If your complaint is suitable for local resolution, the person appointed to deal with your complaint will explain this to you. They will seek to understand your complaint and the impact it has had on you and will then explain the action that could be taken.

If at the end of the process you are unhappy you will have a right of appeal. The Professional Standards Department will write to you once the local resolution has been completed and will inform you who any appeal should be sent to.

If your complaint is not suitable for local resolution, an investigation into your complaint will be undertaken.

The type of investigation and who conducts it will be proportionate and will depend on the nature and seriousness of your complaint and any potential outcome.

You can expect to be kept updated as to the progression of the investigation and such matters are either conducted by, or have oversight from, a member of the Professional Standards Department.
You will be notified in writing of the outcome and of any action that is proposed.

As with the Local Resolution process if at the end of the investigation you are unhappy you have a right of appeal.

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