Frequently asked questions about complaints

What if I do not agree for my complaint to be resolved by Local Resolution?

You should not feel under pressure to agree to have your complaint dealt with by Local Resolution.

If you do not agree with the proposal for Local Resolution, someone will be appointed to look into it in a different way. However, most complaints that are suitable for Local Resolution are not likely to involve extensive or lengthy enquiries. You should expect an approach that is appropriate to the complaint you have made.

How long will it take for my complaint to be dealt with using Local Resolution?

Local Resolution should be relatively quick and straightforward, but the time taken will depend on the nature of the complaint. The time the process is likely to take should be part of the action plan that you agree with the person assigned to resolve your complaint.

Will I receive updates about the progress of my complaint?

You should agree with the person appointed to resolve your complaint how often they will update you on progress.

How will I be told about the outcome of my complaint?

You should agree with the person appointed to resolve your complaint how they will inform you about the outcome of your complaint. For example, you may receive a letter.

Once I have agreed to Local Resolution, can I change my mind?

If you have signed an agreement to have your complaint locally resolved and the Local Resolution process has begun, you will not be able to change your mind or have your complaint dealt with in another way - such as an investigation.

However, if you feel that the police did not follow the process that you agreed to, you can appeal to the IPCC. In some cases the police may have to abandon the Local Resolution of your complaint if either:

  • it proves impossible to complete the Local Resolution
  • they discover that an officer may have behaved in a way that is too serious to be dealt with by Local Resolution.

Can misconduct action be taken against the person my complaint is about if I agree to Local Resolution?

No. Local Resolution is not part of the formal misconduct process. However, the officer or member of police staff might receive training, advice or other support as a result of the Local Resolution.

Do I have the right to appeal about the Local Resolution process?

Yes. You can appeal to the IPCC if you did not agree for your complaint to be dealt with by Local Resolution.

You can also appeal if you think that the police did not follow the process they agreed with you for the Local Resolution of your complaint.

You cannot appeal if you disagree with the end result of the Local Resolution process.

For information see our Appealing against the Local Resolution process information leaflet.

Is there a time limit for making an appeal?

Yes. The IPCC must receive your appeal within 28 days of the date on which you think the police did not follow the process you agreed with them. For example, within 28 days of any communication telling you about the result of the Local Resolution or within 28 days of any communication setting out a timescale to appeal. If there are very special circumstances it might be possible for the IPCC to consider your appeal after 28 days. However, this is very rare.

What if my complaint is not suitable for Local Resolution?

Some complaints are too serious to be resolved locally. Local Resolution is considered appropriate only once the police are satisfied that the actions of the police officers or police staff involved should not result in criminal or disciplinary proceedings.

In some situations where the police force decides that the complaint is too serious to resolve locally, but Local Resolution is your preferred choice, the IPCC will be asked to consider whether Local Resolution is appropriate.

If your complaint is not suitable for Local Resolution, the police will look into it in a different way.