Complaints Policy (4992_14)

Request

What is WMP’s force policy timeframe for responding to complaints to Professional standards.  For example

1. From date of receipt of a complaint, what is the required timeframe Professional Standards must acknowledge in writing receipt of complaint and how it has been recorded.

2. From date of receipt of a complaint, what is the required timeframe Professional Standards must have conducted an investigation into the complaint and provided it’s findings to complainant.

Response

1.  The IPCC expects a recording decision to be made within ten working days of receipt of a complaint or notification, but ideally it should happen as soon as possible after the complaint is received. There may of course be occasions where (on a case by case basis, or operational workload demands) that this expectation may not be achieved.

2. The IPCC expects that a complaint dealt with by way of Local Resolution is completed within 28 days.

The Association of Chief Police Officers expects that a complaint dealt with by way of investigation is completed within 110 days.

There may of course be occasions where (on a case by case basis, or operational workload demands) that these expectations may not be achieved.

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