Complaint Handling (1186A/22)
- Please forward copies of any and all policies relating to complaints handling used by the Professional Standards Team, Neighbourhood Team, CID and head of WMP.
- Who can deal with complaints within WMP?
- How should complaints be dealt with?
- What are the timeframes involved in investigating complaints?
- What advice should be given to complainants by any complaints handler?
With regard to the Neighbourhood Teams, Force CID and the Chief Constable, the attached guidance is available to Appropriate Authorities (AA) outside of the Professional Standards Department (PSD) and anyone allocated a complaint.
With regard to the Professional Standards Department itself, the following information applies:
Please forward copies of any and all policies relating to complaints handling used by the Professional Standards Team.
Below are links to the main legislation that addresses complaint handling which is underpinned by the Police Reform Act 2002 and are the main documents a complaint handler would refer to. The IOPC statutory guidance and Home Office guidance supports the legislation and the additional guidance specifically relates to discriminatory investigations. The IOPC publish Focus documents to support as does the College of Policing.
Who can deal with complaints within WMP?
Complaints are dealt with by complaint handlers, which are grade 5 police staff or Police Constables, or if an investigation is required, they will be handled by a Detective Constable or Police Staff equivalent overseen by a Detective Sergeant or Police Staff equivalent. Depending on the nature of the complaint occasionally the complaint may be handled by an Inspector, Chief Inspector or staff equivalent.
How should complaints be dealt with?
Complaints should be dealt with in compliance with the complaint’s legislation.
What are the timeframes involved in investigating complaints?
Complaint investigations should be handled in a timely manner and any that exceed 12 months the complainant, interested parties, OPCC and IOPC should be informed.
What advice should be given to complainants by any complaints handler?
No information held. Complaint handlers are required to attempt to resolve complaints to the complainant’s satisfaction, which could involve advice around a specific area. Ant advice provided however, will differ from case to case, and depend on the circumstances of the complaint.