IPCC urges forces to do more to resolve police complaints locally

The Independent Police Complaints Commission (IPCC) has today (November 20th) launched a new-look website as part of a campaign to promote ‘Local Resolution’ as a fast, fair and effective way to deal with minor complaints from the public against members of their local force.

The website www.ipcc.gov.uk/localresolution offers the latest information on how the ‘Local Resolution’ system works but the IPCC, with partners the Police Federation, UNISON and the Public and Commercial Services Union (PCS), wants input from frontline officers, managers and stakeholders on developing the new content.

If  a member of the public is unhappy about the way they have been treated by a police officer or staff member, ‘Local Resolution’ can be the simplest and most flexible way to deal with their complaint, especially on customer service issues.  There is no question of blame, no potential sanctions at the end of the process and officers are not tied up in lengthy, formal investigations.

Instead, the complainant gets a chance to explain their views and concerns to a senior officer or manager at their local force who will decide what action, if any, should be taken to put things right.  In turn, the police representative may also wish to present the complainant with a force perspective on what has happened.

IPCC Commissioner Naseem Malik said:

“Half of all complaints against the police are dealt with internally by the local force, yet many officers mistrust the system and neither they nor the public are well-informed about how it works.

“We aim to show that, handled professionally, ‘Local Resolution’ can be a very positive process for police and public alike.

“Benefits can include creating better community understanding and increased public confidence in the police as well as identifying areas for improvement like more training, clearer policies etc.

“We are determined to develop the new-look site to be more useful and interactive for both police and the public but we need feedback to make it work.  That is why we are asking stakeholders to promote the website address to their staff and members.”

Future promotional plans include publicity targeted at the public, consumer advice services and policing organisations to ensure a consistent approach to the Local Resolution process across England and Wales and build confidence in the police complaints system as whole.

The website will be updated on a regular basis and stakeholders with ideas or comments on how it can be made more informative or easier to use are  invited to contact the IPCC  using the details below or via the website www.ipcc.gov.uk/localresolution

Independent Police Complaints Commission 90 High Holborn London WC1V 6BH
Phone: 08453 002 002
Fax: 020 7404 0430
Minicom: 020 7404 0431
Email: local_resolution@ipcc.gsi.gov.uk
Website: www.ipcc.gov.uk

ends

Notes

The IPCC and the Police Foundation commissioned research by The Institute for Criminal Policy Research at King’s College, London on the handling of locally resolved complaints against the police.

The findings, published last year (2007), showed that Local Resolution is a process with potential for dealing with low level complaints effectively but is not always used consistently.  

It also found that neither officers nor complainants are well informed about the process at the outset nor at the conclusion of the resolution and that officers have concerns about what they saw as a process of blame which was biased towards complainants.