We take the matter of complaints very seriously and we want to make sure that the service we provide to communities is professional, effective and efficient. The Police & Crime Commissioner works with the Chief Constable and the police to make sure that the service provided to our communities is of the highest standard.
We recognise that there will be times when people feel dissatisfied with the service they have received. We understand that making a complaint may be intimidating for some people. We also recognise that an individual’s specific needs or circumstances may impact on their confidence and ability to make a complaint.
We will do our best to ensure that all reasonable steps are taken to remove barriers that might prevent any of the communities we serve from engaging with us, and with the complaints systems. Please let us know if you require us to make adjustments to our procedures to enable you to access our services, or if you have any observations about how we may improve access to our services.
In order to provide the best possible service to the public this information has been produced to enable you to make a formal complaint, should you wish to do so.
What information to include in a complaint
When making your complaint, please include as much detail as possible about what happened:
- What was said or done and by whom? Were there witnesses or evidence such as documents or photographs?
- The names of any staff concerned.
- What you would like us to do to.
Complaints from young people (people under the age of 16)
A young person under 16 should not normally need to provide written permission for a parent, guardian or advocate (for example, a teacher or social worker) to make a complaint on his or her behalf.
- Young people under the age of 16 are able to give valid consent (and refuse parental involvement) provided they have sufficient understanding and intelligence to enable them to understand fully what is proposed.
- We will help to ensure that a young person understands the process and the potential outcomes when making a complaint. Support will be provided to young people not only in their initial access to the complaints system, but throughout the handling of their complaint – for example, ensuring that they understand the local resolution process or providing them with appropriate support should they need to give evidence at criminal or disciplinary proceeding.
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