We are committed to providing the highest possible standard of customer service but are aware that sometimes things may go wrong. If you are unhappy or dissatisfied with the level of service you have received from the IPCC, please let us know and we will do our best to put things right. We will listen to your complaint and endeavour to resolve issues quickly and at the right level.
With all complaints or expressions of dissatisfaction we will:
There are different levels of complaint and the following information will help you to make your complaint to the most appropriate person.
Often the easiest and quickest way to resolve a complaint is to talk to the person you have been dealing with to discuss your concerns. They may be able deal with the matter there and then.
If you have a complaint about how your case has been investigated or the outcome decision for your case, the person that dealt with your case can talk you through the decision and help to clarify any concerns you have.
If after this you are not satisfied you can contact the member of staff’s manager who will address your concerns. For a casework matter this would be a senior casework manager. If you are not satisfied with the manager’s response, the final stage is for the complaint to be reviewed by the appropriate head of function.
You should be aware that IPCC casework decisions are final and we cannot reverse them. If you are seeking to reverse a case decision you may wish to seek legal advice.
If your complaint or concern is not about how your case has been investigated or the outcome of the case, but is about the behaviour or actions of a member of staff or any expression of dissatisfaction against a member of staff or the IPCC as a whole, you can make your complaint to the IPCC Internal Investigations Unit.
The Internal Investigations Unit will acknowledge your complaint within three working days and fully resolve your complaint within 20 working days. If your complaint will take longer to resolve, we will contact you and let you know how long we expect it to take and keep you updated.
How to make a complaint about the IPCC
We would request complaints are made in writing. This is the best method to ensure an accurate account of your complaint is received and considered. The Internal Investigations Unit also has a dedicated voicemail facility available should you be unable to put your complaint in writing. When using the voicemail facility we ask that you leave the full details of your complaint as listed below in order for us to have a full and accurate account of your complaint. Please note this is not a call back service.
In all cases, anyone making a complaint should:
Internal Investigations Unit Independent Police Complaints Commission 90 High Holborn London WC1V 6BH
Main switchboard: 020 7166 3000 Leave a voicemail: 020 7166 3261 Fax: 020 7 166 3427Email: IIU@ipcc.gsi.gov.uk
Download the make a complaint about the IPCC form.
Any complaints made to any other members of the IPCC will be directed internally to the most relevant member of staff as outlined above. This includes complaints forwarded to the Chair of the IPCC, the Chief Executive Officer or any other senior Director within the organisation.
Commissioners are public appointees and therefore the procedure for handling conduct complaints against them is not governed by the regulations set down for complaints against staff.
If your complaint concerns a Commissioner of the IPCC, then please address this matter in writing to the IPCC Commission Secretariat.
For further information, please refer to the procedure on dealing with complaints against Commissioners of the IPCC.
Please write to:
Independent Police Complaints Commission 90 High Holborn London WC1V 6BH
If you disagree with the way we have dealt with your Freedom of Information (FOI) request, you can request an internal review of the decision to the FOI appeals officer. FOI complaints to the IPCC must be made within 90 days of our decision notice to you. If you are not satisfied with the outcome of your internal review, you then have a right to complain to the Information Commissioner’s Office.
Please write to :
A full version of the complaint procedure is available on request at : IIU@ipcc.gsi.gov.uk
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