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The Complaints Procedure has been adopted to ensure compliance with the Elected Local Policing Bodies (Complaints and Misconduct) Regulations 2012, issued under the Police Reform and Social Responsibility Act 2011.

There are separate procedures for complaints against the Office of the Police and Crime Commissioner (PCC) and staff, and complaints regarding operational policing, the Chief Constable and other police officers. Details are available from the Commissioner's Office.

Aims / Objectives

  • To set out the way complaints against the Commissioner are dealt with by the Police and Crime Panel (PCP).
  • To reassure the public that complaints against the Commissioner are dealt with fairly and appropriately.
  • To reassure the public that any complaint relating to a criminal offence will be referred to the PCP and to the Independent Police Complaints Commission (IPCC).

Keeping Records

A record of all complaints received will be kept until 12 months after the Commissioner leaves office.  The record will include the name of the complainant, details of the complaint and how the matter has been dealt with.

Reports regarding the sending of complaints and conduct matters referred to the IPCC, when matters are not recorded as a complaint, when matters are withdrawn and any other aspects of the application of this procedure will be submitted to the PCP on a regular basis.


There is no right of appeal against the outcome of informal resolution.

A complaint can be made about the way a matter was handled by referring the matter to the Local Government Ombudsman.

Links to additional information:

Initial Handling of Complaints
Informal Resolution
Complaints Procedure guidance
Complaints Process flowchart