Investigating your complaint
After your complaint has been recorded
If your complaint is recorded by the Professional Standards Department, a decision will be taken on how best to resolve your complaint. Most complaints made are dealt with locally by the police force concerned.
Local Resolution
Local Resolution is a simple and flexible way to resolve a complaint. Your complaint can only be dealt with by Local Resolution if you agree to this. If you decide to have your complaint dealt with by Local Resolution, a process to resolve your complaint will be agreed between you and the police. The Local Resolution of your complaint cannot lead to disciplinary proceedings against an individual police officer or member or staff. For more information see our Dealing with your complaint by Local Resolution information leaflet.
Police investigation
If your complaint is not suitable for Local Resolution or you do not agree to have your complaint resolved through Local Resolution, the Professional Standards Department will appoint an officer to investigate your complaint. The investigating officer will tell you how your complaint will be investigated, what co-operation they require from you, how a decision will be reached and what action will be taken at the end of the investigation.
You can appeal to the IPCC if you are unhappy with the outcome of the police investigation into your complaint. For further information see our Appealing against the police investigation into your complaint section
If your complaint is more serious, the Professional Standards Department may refer your complaint to the IPCC. The police must refer complaints and conduct matters that include the following allegations to the IPCC:
- Incidents where someone has died or been seriously injured following some form of director indirect contact with the police
- Serious assault by a member of the police service
- Serious sexual assault by a member of the police service
- Serious corruption Criminal offence or behaviour aggravated by discriminatory behaviour
- A relevant offence, which means an offence for which the sentence is fixed by law, or an offence for which a person of 18 years or over (not previously convicted) may be sentenced to imprisonment for a term of seven years (or might be so sentenced but for the restrictions imposed by section 33 of the Magistrates Courts Act 1980).
In the circumstances listed above, the IPCC may decide to conduct a supervised, managed or independent investigation.
IPCC supervised investigation
This is an investigation conducted by, and under the direction and control of the police, but supervised by the IPCC. Supervised investigations are carried out when the IPCC decides that a complaint is of considerable significance and probable public concern. The complainant has a right to appeal to the IPCC.
IPCC managed investigation
A managed investigation is conducted by the police but under the direction and control of the IPCC. Usually, managed investigations take place when the allegations are of such significance and probable public concern that its investigation needs an independent element.
IPCC independent investigation
An independent investigation is conducted by IPCC staff into incidents that cause the greatest level of public concern, have the greatest potential to impact on communities or have serious implications for the reputation of the police service.
There is no right of appeal against a managed or independent investigation.
The IPCC only investigates the most serious complaints. The majority of complaints are satisfactorily investigated by the police force concerned.
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