Complaints

MAKING A COMPLAINT

This page provides information regarding who has responsibility for the various types of complaint which might arise and where you should address your complaint. It also advises on how the Office of the Police and Crime Commissioner deals with complaints which are its responsibility.

1. COMPLAINTS ABOUT THE POLICE AND CRIME COMMISSIONER (PCC)

The appropriate authority for complaints made against PCCs, and their deputies, is the Police and Crime Panel (PCP). The Police and Crime Panel is responsible for initial recording of complaints and conduct matters and for referring any complaints which allege criminality to the Independent Office for Police Conduct (IOPC). Where complaints do not allege criminality, the panel is responsible for handling and informally resolving these complaints.

The  Police and Crime Panel agreed at its meeting on 25 January 2013 to delegate:

  • to the Chief Executive of the Office for the PCC responsibility for receipt and initial handling and recording of complaints in accordance with Part 2 of the Regulations.
  • to the Monitoring Officer of Suffolk County Council, responsibility for securing informal resolution of complaints as referred to in Part 4 of the Regulations, and ensuring that suitable material will be made available as public information in relation to complaints about the PCC.

For more detailed information please see the Elected Local Policing Bodies (Complaints and Misconduct) Regulations 2012 and the Home Office Guidance.

If you have a complaint about the Suffolk PCC please make your complaint in writing to the Chief Executive at the following address:

The Office of the Police and Crime Commissioner
Police Headquarters
Martlesham Heath
Ipswich
IP5 3QS

Or e-mail to: spcc@suffolk.pnn.police.uk

Or telephone: 01473 782773

2. LOCAL GOVERNMENT OMBUDSMAN

Police and Crime Commissioners and their office come under the jurisdiction of the Local Government Ombudsman (LGO). The LGO may have a role in considering a complaint from a member of the public where there is an allegation of maladministration and once the local complaints process has been exhausted. For further information you can visit the LGO website at www.lgo.org.uk.

3. COMPLAINTS ABOUT THE CHIEF CONSTABLE

The Police and Crime Commissioner (PCC) is responsible for recording and investigating complaints against the Chief Constable. In dealing with complaints about the Chief Constable, the PCC will follow the statutory guidance issued by the Independent Office for Police Conduct (formerly the Independent Police Complaints Commission) and in line with the Police (Complaints and Conduct) Regulations 2012.

All complaints must be in writing to the Chief Executive at the following address:

The Office of the Police and Crime Commissioner
Police Headquarters
Martlesham Heath
Ipswich
IP5 3QS

Or e-mail to: spcc@suffolk.pnn.police.uk
Or telephone: 01473 782773

Complaints may also be made to the Independent Office for Police Conduct via their website www.policeconduct.gov.uk or by telephone on 0300 020 0096. In certain circumstances, the PCC is required to refer matters to the IPCC.

4. COMPLAINTS ABOUT POLICE OFFICERS AND POLICE STAFF

If you wish to make a complaint against a police officer (other than the Chief Constable) or a member of police staff that works for Suffolk Constabulary, there is a dedicated section of the Suffolk Constabulary’s website which includes all the information you need.

If you choose to put your complaint in writing, please try to provide a full account of the incident to:

Professional Standards Department
Norfolk and Suffolk Constabularies
Jubilee House
Falconers Chase
Wymondham
NR18 0WW

or e-mail psd@norfolk.pnn.police.uk
or telephone Suffolk Constabulary on 101

Alternatively, you can visit the Independent Office for Police Conduct website at www.policeconduct.gov.uk or contact them by telephone on 0300 020 0096, or write to them at

Independent Office for Police Conduct
PO Box 473
Sale
M33 0BW

Or e-mail enquiries@policeconduct.gov.uk

The IOPC is completely independent of the police and is responsible for making sure that complaints against the police are dealt with properly. In certain circumstances, you can appeal to the IOPC if you are not satisfied with the way your complaint has been dealt with by the police.

The Police and Crime Commissioner (PCC) does not deal with complaints about police officers and staff who work for Suffolk Constabulary (apart from the Chief Constable). However the PCC does have a responsibility to monitor, and keep themselves informed of, complaints and misconduct issues relating to police officers and staff. Where necessary, the PCC also has the power to direct the Chief Constable to take action in relation to complaints matters. The PCC regularly monitors information about complaints received by Suffolk Constabulary and the lessons learned by the force.

5. COMPLAINTS ABOUT POLICE AND CRIME COMMISSIONER’S SUPPORT STAFF

If your complaint is about an individual member of the Police and Crime Commissioner support staff (other than the Chief Executive), please write to or email the Chief Executive at:

The Office of the Police and Crime Commissioner
Police Headquarters
Martlesham Heath
Ipswich
IP5 3QS
Email: spcc@suffolk.pnn.police.uk
Telephone: 01473 782773

If your complaint is against the Chief Executive, please write to or email the Police & Crime Commissioner at:

The Office of the Police and Crime Commissioner
Police Headquarters
Martlesham Heath
Ipswich
IP5 3QS
Email: spcc@suffolk.pnn.police.uk
Telephone: 01473 782773

6. COMPLAINTS ABOUT INDEPENDENT CUSTODY VISITORS

If you wish to complain about the conduct of an Independent Custody Visitor, please
contact the Chief Executive either in writing or by email:

Chief Executive
The Office of the Police and Crime Commissioner
Police Headquarters
Martlesham Heath
Ipswich
IP5 3QS
Email: spcc@suffolk.pnn.police.uk
Telephone: 01473 782773

7. COMPLAINTS ABOUT MEMBERS OF THE INDEPENDENT ADVISORY GROUP

If you wish to complain about the conduct of a member of the Independent Advisory Group please contact the Chief Executive either in writing, by email or by telephone:

Chief Executive
The Office of the Police and Crime Commissioner
Police Headquarters
Martlesham Heath
Ipswich
IP5 3QS
Email: spcc@suffolk.pnn.police.uk
Telephone: 01473 782773

8. COMPLAINTS ABOUT MEMBERS OF THE AUDIT COMMITTEE

If you wish to complain about the conduct of a member of the Audit Committee
please contact the Chief Executive either in writing, by email or by telephone:

Chief Executive
The Office of the Police and Crime Commissioner
Police Headquarters
Martlesham Heath
Ipswich
IP5 3QS
Email: spcc@suffolk.pnn.police.uk
Telephone: 01473 782773

9. COMPLIMENTS AND COMMENTS

If you wish to write to the Police and Crime Commissioner with compliments or comments about policing in Suffolk, please contact the Police and Crime Commissioner at:
The Office of the Police and Crime Commissioner
Police Headquarters
Martlesham Heath
Ipswich
IP5 3QS
Email: spcc@suffolk.pnn.police.uk
Telephone: 01473 782773

10. GENERAL INFORMATION: THE OFFICE OF THE PCC COMPLAINTS PROCESS

The PCC can consider the following complaints:
• Complaints about the conduct of the Chief Constable
• Complaints about the conduct of members of staff that work for the Police and Crime Commissioner

You are also able to write to the Police and Crime Commissioner regarding dissatisfaction with the way the police force has dealt with your complaint.

The PCC will not be able to consider:
• A matter which is subject to any legal dispute or legal proceedings
• Abusive, unreasonable or repeated complaints (as defined by the Independent Office for Police Conduct).

If the complaint is about something or someone over which the Police and Crime Commissioner has no remit, we will pass your complaint to the appropriate person/organisation and you will be contacted to advise you that this is the case.

For complaints which are the responsibility of the Police and Crime Commissioner, we will ensure that your complaint is recorded within 10 working days and given a reference number. We will try to deal with your complaint as quickly as possible and will write to advise you that the matter has been recorded and explain how we intend to deal with or investigate the matter.

Where your complaint takes longer than 28 days to resolve, you will be kept up to date at least monthly with progress. When you are provided with the outcome of your complaint we will also ensure you are aware if there is an appeals process which is relevant to your complaint.

11. CODE OF ETHICS

The Code of Ethics (PDF, 332KB) published by the College of Policing sets out the principles and standards of behaviour that will promote, reinforce and support the highest standards from everyone who works in policing in England and Wales.

The Code also provides general guidance on how behaviour that does not uphold policing principles or meet expected standards will be handled.