Access to our service and what you can expect from us
We will treat everyone who contacts us politely, promptly, and equally. As an independent organisation we will use our powers set out in the Police Reform Act 2002 fairly and reasonably.
The IPCC aims to be accessible. If you have a specific health condition, communication or access need, we do our best to provide a service that meets your requirements.
Our approach to this is outlined in our Making Reasonable Adjustments policy (August 2011) .
Details on the IPCC Single Equality Scheme are available in the IPCC Resources Section.
The length of time for us to carry out our casework or investigations may vary depending on the nature of the case, the right information being available to us and the demand in work at any given time. When considering a case we will keep you updated and informed. Our performance targets are published annually in our annual reports.
We strive to respond to information requests made to the IPCC within the timescales set out in the Freedom of Information Act 2000 which is 20 working days and under the Data Protection Act 1998 which is 40 calendar days for Subject Access Requests.
Communicating with you
We will be polite, professional and treat you with respect. We understand that due to the nature of our work sometimes people who contact us might be frustrated, upset and even angry and we are committed to providing a fair and accessible service to all. However, the IPCC has a responsibility to protect the safety and welfare of its staff and will not accept abusive, aggressive or otherwise threatening behaviour directed towards its staff.
If you make a complaint or appeal to the IPCC, or if the IPCC is involved in investigating your case, you will given direct contact details for the appropriate member of staff. If the person you need to speak to is not available, you can leave a voicemail to request a call back or you can contact our Customer Service Team, who will aim to either resolve your query or put you in touch with the relevant team.
You can contact our customer service team between 9am – 5.00pm Monday to Friday (not including public holidays). We aim to acknowledge email customer service enquiries within two working days, and to provide a full response within ten working days. All phone messages will normally be returned by the end of the next working day.
The IPCC does not operate a face-to-face service – please note if you do visit our offices you should not expect to be seen by a member of staff. We will mainly communicate with you in writing, or by phone. For our joint protection and for training purposes calls may be recorded.
In order for us to manage our work effectively and provide a fair service to all it may be necessary for us to limit the frequency of contact or the method by which we communicate with our customers. This is in line with our policy on Managing Customer Contact. However, this would apply only in certain circumstances.