Making a Complaint
Professional standards
Our Strategy
Policing by consent relies on the overwhelming majority of the public, particularly minority groups and the disadvantaged, trusting individual officers and staff to act with the highest standards of integrity and honesty. They also expect to be reassured that Bedfordshire Police have robust systems in place to deal effectively with individuals who fall short of those standards. Occasionally the inappropriate actions of the very few undermines the dedication and commitment shown by the vast majority of staff, and tarnishes the reputation of the force. With the need to maintain the public’s confidence, Bedfordshire Police continues to demonstrate a commitment to remain ever vigilant against those members of our staff who, by their own actions, fall short of those high standards.
We make every effort to get it right, every time. However, there may be occasions when you are dissatisfied with the service you have received.
Should I Make a Complaint?
We are accountable to the communities we serve and know that public confidence is vital. The complaints system plays an important part in public reassurance and if you make a complaint we will ensure that you are kept informed of the actions we take and progress of your complaint. You have a right to complain and openly question the actions of the force. We will listen to your complaint and take your needs and views seriously.
In some instances your complaint may have arisen from misunderstanding rather than wrongdoing, so there may not be any disciplinary proceedings. However, we will learn from this and change our policies and practices when appropriate.
Who Can Complain?
Are you:
- The person who the behaviour you want to complain about was directed towards.
- ‘Adversely affected’ by the behaviour you want to complain about. This means that whether the behaviour was towards you or not, it had some sort of bad effect on you. You might have been distressed or inconvenienced by it, you might have suffered some sort of loss or damage because of it or you might have been put in danger.
- A witness to the behaviour that you want to complain about (this usually means you were an eyewitness, and not for example that you saw it on TV).
Alternatively, if you have their written permission, you might make a complaint on behalf of someone else who falls into one of those categories. This also includes if Solicitors if they are acting on your behalf.
Which types of complaints are there?
Organisational Complaints
This type of complaint is not about the specific conduct of individual member of our staff but is more about the quality of our service delivery or the detrimental effect of any of our policies. This is known as a Direction and Control complaint.
Example: Your vehicle was seized due the Police National Database stating you have no valid insurance. This is not necessarily the Officer at fault has he/she is only following policy.
Organisation complaints can be made by various methods:
- Using the Complaints On-Line form –(Do not place an individual name if organisational complaint)
- Visiting a Police Station
- In writing to the Professional Standards Department
Head of Professional Standards
Biggleswade Police Station
Station Road
Biggleswade
Bedfordshire
SG18 8AL Tel: (01234) 841212 Fax: (01234) 842527
- Telephone a local Police Station or the Professional Standards Department
- Via the Independent Police Complaints Commission (I.P.C.C)
(www.ipcc.gov.uk - 08453 002 002)
What Happens Next?
A Senior Officer within PSD then assesses your communication and you are notified in writing of the acknowledgement of your case. If you feel that your comments have not been recorded correctly you do have the right of appeal to the I.P.C.C, which will be included in your notification. Once your case has been investigated you will receive a written explanation and if appropriate an apology. If any lessons have been learnt from your complaint then these will be acted upon.
Conduct of Individual Employees - Complaints Against Police
Where a police officer or other member of Bedfordshire Police has failed to meet the standards you expect from them in the role as a police employee, you can complain about their conduct, for example, if you think they have been rude or abused their authority. This type of complaint is what is normally understood as ‘complaint against police’ and is covered by specific legislation – The Police (Complaints and Misconduct) Regulations 2004
Conduct Complaints can be made by various methods:
- Using the On-Line Complaint Form
- Visiting a Police Station
- In writing to the Professional Standards Department
Head of Professional Standards
Biggleswade Police Station
Station Road
Biggleswade
Bedfordshire
SG18 8AL Tel: (01234) 841212 Fax: (01234) 842527
- Telephone a local Police Station or the Professional Standards Department
- Via the Independent Police Complaints Commission (I.P.C.C)
(www.ipcc.gov.uk - 08453 002 002)
What Happens Next?
A Senior Officer within PSD then assesses your complaint and you are notified in writing of the acknowledgement and given a case reference number.
Details of your complaint may be sent to the relevant policing area to the Line Manager of the officers or staff subject of the complaint who will contact you as follows:
- Discuss to find a way forward which could include drawing up a 'local resolution' which is an action plan aimed at resolving your complaint within 28 days.
- If a local resolution is not appropriate or you do not agree to the process, your concern may be investigated by the Line Manager or a more senior officer.
If your complaint is so serious that it cannot be dealt with in either of the ways outline above, it will be investigated by the Professional Standards Department.
We aim to investigate any case within 120 days and at the end of an investigation you will be told of the outcome of the enquiry. Possible outcomes include:
- There is not enough evidence to uphold your complaint. This does not mean that you haven't been believed, but that there is insufficient evidence to prove or disprove the allegation.
- Formal disciplinary or management action is taken against the officers or staff concerned.
- We may refer the case to the Crown Prosecution Service who will decide if there is enough evidence to bring criminal charges.
- If there are any learning points identified we will ensure these are acted upon as appropriate to improve the level of service we provide and minimise the chances of a recurrence.
The Role of the Professional Standards Department
The Professional Standards Department is responsible for the investigation of serious complaints against police made by members of the public, management of complaints dealt with by local managers, management of Direction and Control complaints and the investigation of misconduct. The department has a unit specifically tasked with investigating corruption allegations, which works in partnership with regional and national agencies. The Department is responsible for implementing a security management programme for the protection of our information assets against infiltration and misuse. It is also responsible for the Vetting of the force.
The Role of the Police Authority
The Police Authority is committed to maintaining an efficient and effective Police Service. As part of this process, the Authority has a responsibility to scrutinise complaints made by the public to ensure that they are dealt with fairly and in a timely manner. The Chief Constable has a duty to provide the Authority with regular reports on complaints against the police. The Authority’s Complaints and Professional Standards Committee review all complaints made by the public. Further information can be obtained from the Authority’s website www.bedfordshirepoliceauthority.co.uk.
The Role of the Independent Police Complaints Commission (I.P.C.C)
The Independent Police Complaints Commission (I.P.C.C) has been established as the guardians of the Police Complaints system assisting in setting the standards for the way the police handle complaints and work together with the police forces in learning lessons and improving the way police forces deal with such issues. It has issued advice to the public on how to make a complaint against the police on it’s website www.ipcc.gov.uk. Cases where a member of the public has died or been seriously injured following contact with the police are automatically referred to the IPCC. The IPCC will then decide how the case will be investigated. The IPCC can supervise or manage investigations, or in certain circumstances conduct independent investigations
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