An act of parliament that provides the core framework of police powers to combat crime and provide codes of practice for the exercise of these powers.
Leads and manages the development of the police service in England, Wales and Northern Ireland.
The body that represents the interests of all police constables, sergeants, and inspectors.
Department within a police force that deals with complaints and conduct matters.
The average is calculated using the individual results of the forces in that most similar force group.
An investigation carried out by IPCC staff.
Carried out by the police under their own direction and control. The IPCC sets the terms of reference and receives the investigation report when it is complete. Complainants have a right of appeal following a supervised investigation (unless it is an investigation into a direction and control matter).
This act sets out how the police complaints system operates.
How a police force is run, for example policing standards or policing policy.
An investigation carried out by the police under the direction and control of the IPCC.
An intelligence-led agency with law enforcement powers, it is also responsible for reducing the harm that is caused to people and communities by serious organised crime.

The appropriate authority can be:

  • the chief officer of the police force
  • the Police and Crime Commissioner responsible for the police force you complained about
  • the Mayor's Office for Policing and Crime (if your complaint is about the Commissioner of the Metropolitan Police Service)
  • the Common Council for the City of London (if your complaint is about the Commissioner of the City of London police).
Investigations carried out entirely by the police. Complainants have a right of appeal following a local investigation (unless it is an investigation into a direction and control matter).
A person is adversely affected is he or she suffers any form of loss or damage, distress or inconvenience, if he or she is put in danger or is otherwise unduly put at risk of being adversely affected.
IPCC guidance to the police service and police authorities on the handling of complaints.
Parameters within which an investigation is conducted.
This could be the Police and Crime Commissioner, the Common Council for the City of London, or the Mayor's Office for Policing and Crime.
A flexible process for dealing with complaints that can be adapted to the needs of the complainant. It may involve, for example, providing information and explanation, an apology, or a meeting between the complainant and the officer complained about.
Consists of a chair, two deputy chairs, and commissioners – each responsible for specific police forces, guardianship work and individual cases.
Disapplication means that a police force may handle a complaint in whatever manner it thinks fit, including not dealing with it under complaints legislation. This may only take place in certain limited circumstances where the complaint fits one or more of the grounds for disapplication set out in law.
The ending of an ongoing investigation into a complaint, conduct matter or DSI matter. An investigation may only be discontinued if it meets one or more of the grounds for discontinuance set out in law.
Used to house anyone who has been detained.
Complainants have the right to appeal to the IPCC if a police force did not record their complaint or notify the correct police force if it was made originally to the wrong force.
The purpose of an investigation is to establish the facts behind a complaint, conduct matter, or DSI matter; and reach conclusions. An investigator looks into a complaint and produces a report that details the outcome of each allegation. There are four types of investigation: local investigation, supervised investigation, managed investigation and independent investigation.
A person who makes a complaint about the conduct of someone serving with the police.
The type of behaviour being complained about. A single complaint case can have one or many allegations attached.
An independent judicial officer, the coroner enquires into deaths reported to him/her.
A record is made of a complaint, giving it formal status as a complaint under the Police Reform Act 2002.
No further action may be taken with regard to a complaint if the complainant decides to retract their allegation(s).
Casework involves assessing appeals. Casework staff also have a role in overseeing the police complaints system to help ensure police forces handle complaints in the best possible way.
The IPCC must be notified about specific types of complaint or incidents to be able to decide how they should be dealt with.
Conduct includes acts, omissions, statements and decisions (whether actual, alleged or inferred). For example: language used and the manner or tone of communications.
An application by a complainant for a police decision to be reviewed.

MPS Police Officer dismissed following an investigation into call handling

Oct 25, 2011
Following an IPCC managed investigation, the Metropolitan Police Service has dismissed a police officer after a misconduct hearing found that he inappropriately handled a number of 999 calls over a three month period, leaving some of his callers in potentially dangerous situations.

The misconduct hearing follows an investigation by Metropolitan Police Service DPS, managed by the Independent Police Complaints Commission into the actions of a 58 year-old PC based at Bow Central Command Centre handling 999 calls from the public.

The investigation began in August 2009 after issues relating to the PC’s performance first came to light when a woman dialed 999 to report a domestic assault on the 26 July. On experiencing difficulties with the police officer through several attempts to get across the correct spelling of her surname, she ended the call in frustration. The officer involved closed the call log and failed to provide a police response.

The woman caller later brought her experience to the attention of a family friend who happened to be a call handler working at Bow Command Centre. A supervisor was informed, the call identified and reviewed and the police officer removed from answering 999 calls pending a detailed analysis of his previous performance.

The investigation that followed reviewed all of the calls dealt with by that officer including a follow-up on any calls which may have been mishandled to ensure that no-one had been put at risk.

It found that between 1 May 2009 and 26 July 2009 the police officer received approximately three thousand emergency calls. Of these, 141 were found to have significant performance issues, with 19 considered to amount to gross misconduct. These ranged from the police officer failing to provide a police response to domestic abuse and assaults, rape, a suicide threat, potential armed break-ins and a road traffic collision.

The panel was also informed that on logging details of seven of these calls, the police officer altered the last digit of the caller’s telephone number by one digit. In his interview statement, the PC explained that he had done this to avoid conflict with his supervisors.

The investigation period spanned the time which the PC was handling 999 calls from the public – up until the reported call handling incident, when the PC was placed on restricted duties. The review team looked into each of the 19 call logs to assess what action should have been taken by the police officer and what further assistance, if any, was required to help the callers.

It was discovered that in 9 cases, the callers had immediately called back or attended a police station, where an appropriate police response was provided by other officers. In 6 cases, the review team provided further assistance once they had made contact with the caller, either by arranging a police visit or for assistance from other relevant public services such as social services. In four cases the review team could not establish contact with the caller because the telephone number was no longer in use or because the caller did not contact the review team after they left a message.

The investigation was concluded in June 2010 and submitted to the Crown Prosecution Service who found insufficient evidence to bring criminal proceedings.

IPCC Commissioner for London Deborah Glass said:

“When the public call 999 for help from the police, they should receive an immediate, professional and sympathetic response.  This officer not only did not provide that response, in some cases he deliberately obstructed their attempts to get help, and left some callers in continued danger.  It is a matter of luck – and the persistence of those seeking help - that his actions do not appear to have resulted in serious harm to a member of the public.

“It beggars belief that a police officer whose job was to help people in distress should have behaved in such an appalling and callous way. He has rightly been dismissed.  It is however encouraging that other officers responded appropriately to the callers who received such a poor service from this officer.

“Public confidence in how the police deal with emergency calls is vitally important. I am pleased that the Metropolitan Police have, following this case, set up a unit to identify staff performance issues before a problem becomes established.”

-ENDS-

Issued by Sarah Read, IPCC Press Officer 0207 166 3082

 

An act of parliament that provides the core framework of police powers to combat crime and provide codes of practice for the exercise of these powers.
Leads and manages the development of the police service in England, Wales and Northern Ireland.
The body that represents the interests of all police constables, sergeants, and inspectors.
Department within a police force that deals with complaints and conduct matters.
The average is calculated using the individual results of the forces in that most similar force group.
An investigation carried out by IPCC staff.
Carried out by the police under their own direction and control. The IPCC sets the terms of reference and receives the investigation report when it is complete. Complainants have a right of appeal following a supervised investigation (unless it is an investigation into a direction and control matter).
This act sets out how the police complaints system operates.
How a police force is run, for example policing standards or policing policy.
An investigation carried out by the police under the direction and control of the IPCC.
An intelligence-led agency with law enforcement powers, it is also responsible for reducing the harm that is caused to people and communities by serious organised crime.

The appropriate authority can be:

  • the chief officer of the police force
  • the Police and Crime Commissioner responsible for the police force you complained about
  • the Mayor's Office for Policing and Crime (if your complaint is about the Commissioner of the Metropolitan Police Service)
  • the Common Council for the City of London (if your complaint is about the Commissioner of the City of London police).
Investigations carried out entirely by the police. Complainants have a right of appeal following a local investigation (unless it is an investigation into a direction and control matter).
A person is adversely affected is he or she suffers any form of loss or damage, distress or inconvenience, if he or she is put in danger or is otherwise unduly put at risk of being adversely affected.
IPCC guidance to the police service and police authorities on the handling of complaints.
Parameters within which an investigation is conducted.
This could be the Police and Crime Commissioner, the Common Council for the City of London, or the Mayor's Office for Policing and Crime.
A flexible process for dealing with complaints that can be adapted to the needs of the complainant. It may involve, for example, providing information and explanation, an apology, or a meeting between the complainant and the officer complained about.
Consists of a chair, two deputy chairs, and commissioners – each responsible for specific police forces, guardianship work and individual cases.
Disapplication means that a police force may handle a complaint in whatever manner it thinks fit, including not dealing with it under complaints legislation. This may only take place in certain limited circumstances where the complaint fits one or more of the grounds for disapplication set out in law.
The ending of an ongoing investigation into a complaint, conduct matter or DSI matter. An investigation may only be discontinued if it meets one or more of the grounds for discontinuance set out in law.
Used to house anyone who has been detained.
Complainants have the right to appeal to the IPCC if a police force did not record their complaint or notify the correct police force if it was made originally to the wrong force.
The purpose of an investigation is to establish the facts behind a complaint, conduct matter, or DSI matter; and reach conclusions. An investigator looks into a complaint and produces a report that details the outcome of each allegation. There are four types of investigation: local investigation, supervised investigation, managed investigation and independent investigation.
A person who makes a complaint about the conduct of someone serving with the police.
The type of behaviour being complained about. A single complaint case can have one or many allegations attached.
An independent judicial officer, the coroner enquires into deaths reported to him/her.
A record is made of a complaint, giving it formal status as a complaint under the Police Reform Act 2002.
No further action may be taken with regard to a complaint if the complainant decides to retract their allegation(s).
Casework involves assessing appeals. Casework staff also have a role in overseeing the police complaints system to help ensure police forces handle complaints in the best possible way.
The IPCC must be notified about specific types of complaint or incidents to be able to decide how they should be dealt with.
Conduct includes acts, omissions, statements and decisions (whether actual, alleged or inferred). For example: language used and the manner or tone of communications.
An application by a complainant for a police decision to be reviewed.