The IOPC's work includes helping to deliver a consistent approach to complaints handling by police forces across England and Wales. This work is led by the Oversight Team.
Through analysis of police complaints data, IOPC case information and engagement with a range of stakeholders, the team identify trends, offers support and promotes good practice.
The team meet regularly with police force professional standards departments and local policing bodies. They also organise a regular programme of projects and improvement activities such as workshops, briefings for complaints handlers or thematic dip sampling of cases.
An Oversight Newsletter is also produced for complaints handlers at polices forces and offices of police and crime commissioners (OPCCs).
This work ensures that the standards and expectations set out in the IOPC’s Statutory Guidance are adhered to and that forces are held to account for how they handle complaints.
Please note the information provided in each of the newsletters was correct at the time of publishing. Please contact the IOPC if you have queries about their content.
In this issue you will find information on:
- our thematic work on violence against women and girls
- an IOPC learning recommendation that leads to new equipment for officers
- the backlog of reviews and investigation appeals
- a reminder to keep contact details up to date
- a reminder about PSD new starter sessions
- FAQ on whether the same complaint handler can handle a case after review
In this issue you will find information on:
- upcoming complaint handler workshops and sessions for PSD new starters
- an update on our thematic work on violence against women and girls
- the latest Learning the Lessons publication
- our impact report survey
- an update on data collection for Taser discharges on persons under 18
- FAQs on service level decisions, managing additional allegations and timeliness reporting following an upheld review
In this issue you will find information on:
- recent publication of minimum standards for referrals
- two new issues of Focus – on reflective practice and complaints involving race discrimination
- upcoming face-to-face workshops for complaint handlers in February and March 2023
- our impact report for 2021/22
- findings from the Youth Panel National Survey Report
In this Newsletter you will find information on:
- the new Learning The Lessons magazine on call handling
- complaints handlers workshops 2023
- reminder about 12 month timeliness reports
- reminder about PSD new starter sessions
- reminder about providing background papers when the relevant review body changes
- FAQ on no further action complaints and informing subjects
- FAQ on identifying further conduct after a DSI referral has been made to the IOPC
In this Newsletter you will find information on:
- appointing a suitable investigator and appropriate authority
- referrals relating to child sexual abuse/child sexual exploitation
- update to Focus: Handling complaints involving race discrimination
- update to Focus: Reflective practice
- recent initiative on building an inclusive culture
- learning recommendations follow up pilot
- PSD new starter sessions
- Q&A on DSI matters linked to complaints
- Q&A on RPRP as an outcome for police staff
In this Newsletter you will find information on:
- updates to Focus - handling complaints involving race discrimination
- information on our newly revised Managing Unacceptable Service User Contact policy
- update on the backlog of reviews and investigation appeals
- details on future events and publications
- FAQ on whether a review should be upheld if part(s) of the allegations have not been recorded
In this issue you will find information on:
- updates to Focus issue 9 on referrals
- 12 month timeliness reports for conduct investigations
- new out-of-hours guidance
- South Yorkshire Police’s system for welfare support of officers and staff
In this issue you will find information on:
- learning the Lessons feedback survey
- complaint handler workshops summary report
- updated guidance for police witnesses
- request to suspend a complaint form
- assessment and referral of additional subjects and further conduct identified during the course of an investigation
In this issue you will find information on:
- making DSI referrals when there is no body
- our Learning the Lessons question bank
- mode of investigation decision letters by email – a pilot
- commonly asked questions on why the IOPC directs investigations on upheld ‘other than by investigation’ reviews, reinvestigations after an officer moves forces and timeliness reports following an upheld review.
In this issue you will find information on:
- 12-month letters for suspended investigations
- initiatives that improved complaint handling times
- chief officer complaints alleging corruption and nothing more
- applications for review when the complainant is not engaging
- relevant review body for complaints about excessive use of force
In this issue you will find information on:
- Focus 18 update
- background papers for reviews where the relevant review body has changed
- failure to investigate – the relevant review body test and Article 3
- paragraph 28ZA recommendations
- relevant review body test for linked complaints
In this issue you will find information on:
- new 12 month timeliness report operational advice note
- covert to overt referral process
- operational advice note for Police and Crime Panels
- provision of direct contact numbers with referrals
- IOPC reviews
- complaint handler workshops 2022
- initiative by Northamptonshire Police to embed knowledge of the standards of professional behaviour and share learning
In this issue you will find information on:
- complaints workshops for PSDs and model 2/3 LPBs
- logging and recording complaints
- 12-month letters
- egress switch and referrals
- themes and trends we have spotted this quarter
In this issue you will find information on:
- our race discrimination thematic work
- retaining and disposing of records
- our position on notifying interested parties on mode of investigation decisions
- guidance we will soon be issuing on 12-month letters
- referral of a criminal matter for a retired officer and accessibility where English is not the complainant’s first language
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.
Deals with someone’s inability or failure to perform to a satisfactory level, but without breaching the Standards of Professional Behaviour.
Focuses on putting an issue right and preventing it from happening again by encouraging those involved to reflect on their actions and learn. It is not a disciplinary process or a disciplinary outcome.
Department within a police force that deals with complaints and conduct matters.
Refers to lower-level misconduct or performance-related issues, which are dealt with in a proportionate and constructive manner.
This means doing what is appropriate in the circumstances, taking into account the facts and the context in which the complaint has been raised, within the framework of legislation and guidance.
The average is calculated using the individual results of the forces in that most similar force group.
An investigation carried out by IOPC staff.
Carried out by the police under their own direction and control. The IOPC 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 IOPC.
The organisation that is responsible for assessing how to deal with a complaint. For example – whether it can be handled locally or reaches the criteria for referral to the IOPC. The appropriate authority may be the chief officer of the police force or the PCC for the force. If a complaint investigation finds that someone has a case to answer for misconduct, the appropriate authority is responsible for arranging any misconduct proceedings. If you make a complaint, the appropriate authority for your case will contact you.
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.
Policing bodies include police and crime commissioners, the Common Council for the City of London, or the Mayor's Office for Policing and Crime.
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).
IOPC guidance to the police service and police authorities on the handling of complaints.
A complaint or recordable conduct matter that doesn’t need to be referred to the IOPC, but where the seriousness or circumstances justifies referral.
Parameters within which an investigation is conducted.
A person is adversely affected if 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.
This is where a manager deals with the way someone has behaved. It can include: showing the police officer or member of staff how their behaviour fell short of expectations set out in the Standards of Professional Behaviour; identifying expectations for future conduct; or addressing any underlying causes of misconduct.
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 an explanation, an apology, or a meeting between the complainant and the officer involved.
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 an explanation, an apology, or a meeting between the complainant and the officer involved.
A breach of standards of professional behaviour by police officers or staff so serious it could justify their dismissal.
A matter where no complaint has been received, but where there is an indication that a person serving with the police may have committed a criminal offence or behaved in a manner that would justify disciplinary proceedings.
Disapplication means that a police force may handle a complaint in whatever way it thinks fit, including not dealing with it under complaints legislation. This may only happen in certain 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.
Quarter 1 covers 1 April - 30 June
Quarter 2 covers 1 April - 30 September
Quarter 3 covers 1 April - 31 December
Quarter 4 covers the full financial year (1 April - 31 March).
You can request a review/appeal if you’re not satisfied with how your complaint has been handled.
Used to house anyone who has been detained.
Complainants have the right to appeal to the IOPC 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 matters and produces a report that sets out and analyses the evidence. There are three types of investigations: local, directed and independent.
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.
The type of behaviour being complained about. A single complaint case can have one or many allegations attached.
A person who makes a complaint about the conduct of someone serving with the police.
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.
List of officers and staff who have been dismissed from policing, or would have been if they had not retired or resigned.
The type of behaviour being complained about. A single complaint case can have one or many allegations attached.
Disapplication means that a police force may handle a complaint in whatever way it thinks fit, including not dealing with it under complaints legislation. This may only happen in certain circumstances where the complaint fits one or more of the grounds for disapplication set out in law.
An independent judicial officer, the coroner enquires into deaths reported to him/her.
A breach of the Standards of Professional Behaviour that would justify at least a written warning.
No further action may be taken with regard to a complaint if the complainant decides to retract their allegation(s).
A record is made of a complaint, giving it formal status as a complaint under the Police Reform Act 2002.
This is a format where information is written in plain English and short sentences.
The IOPC must be notified about specific types of complaint or incidents to be able to decide how they should be dealt with.
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.
Disapplication means that a police force may handle a complaint in whatever way it thinks fit, including not dealing with it under complaints legislation. This may only happen in certain circumstances where the complaint fits one or more of the grounds for disapplication set out in law.
Conduct includes acts, omissions, statements and decisions (whether actual, alleged or inferred). For example: language used and the manner or tone of communications.
You can request a review/appeal if you’re not satisfied with how your complaint has been handled.
You can request a review/appeal if you’re not satisfied with how your complaint has been handled.
2021 Newsletter editions
In this issue you will find information on:
- police perpetrated domestic abuse – recording and referring complaints and conduct matters
- amendments we have made to issues 13, 14, and 15 of Focus
- how West Mercia Police PSD have improved their efficiency in handling complaints
- three common questions from forces and local policing bodies
In this issue you will find information on:
- a request for updated contact details for all forces learning and development lead
- 12-month letter analysis
- future requests for further information on suspended cases, where the decision is being challenged by the complainant
- amendments we will be making to issues 13, 14, 15 and 18 of Focus
- two questions relating to the Reflective Practice Review Process
In this issue you will find information on:
- data capture guidance
- death and serious injury referrals involving post incident procedures and post mortems
- taking no further action
- the IOPC’s independent investigations outcomes reports
- review decision terminology
- IOPC independent investigation decisions
In this issue you will find information on:
- the relevant review body (RRB) test
- an update on our process for requesting background papers
- guidance on notifying us of investigations exceeding 12 months
- recent updates to Focus newsletter
- changes resulting from the Oversight survey
- upcoming workshops
In this issue you will find information on:
- deadline extended for review practitioner workshops
- deadline extended for responses to reflective practice project
- complaints handlers workshops
- chief officer complaints
- complaints with an allegation of perverting the course of justice
- che referral criteria where there has been a loss of consciousness
In this issue you will find information on:
- commissioning further work and when you will see it
- the duty to record a crime in independent investigations
- information about our review of guidance on police witnesses
- updated referral forms
- suspended complaints and 12 month letters
- the AA for complaints about conduct that occurred when the officer worked for another force
In this issue you will find information on:
- suspended complaint challenges
- death, Serious Injury (DSI) referrals where there is no body
- IOPC case study - working with a force on their handling of discrimination complaints and all referral types
- responsibility for informing the subject of the outcome of an independent investigation
In this issue you will find information on:
- applications for review
- oversight interventions
- oversight Survey
- 12 month letters
- chief constable complaint & suspended investigations
In this issue you will find information on:
- regulation 13 Notices and notifying the IOPC when closed
- the IOPC Digital Evidence Management System
- quarter three 2020/21 Police Complaint Information bulletin
- complaints that predate an officer’s service
- reporting on cases that are not subject to local investigation but the 12mths+ delay is due to court or other investigation matters
- sub judice conduct investigations when a local criminal investigation is underway
In this issue you will find information on:
- the new 7.1 referral form for chief officer referrals
- delaying misconduct proceedings for criminal cases
- requests for updates on complaints received before 1 Feb 2020
- which force(s) should provide a 12-month notification letter, when another is investigating
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.
Deals with someone’s inability or failure to perform to a satisfactory level, but without breaching the Standards of Professional Behaviour.
Focuses on putting an issue right and preventing it from happening again by encouraging those involved to reflect on their actions and learn. It is not a disciplinary process or a disciplinary outcome.
Department within a police force that deals with complaints and conduct matters.
Refers to lower-level misconduct or performance-related issues, which are dealt with in a proportionate and constructive manner.
This means doing what is appropriate in the circumstances, taking into account the facts and the context in which the complaint has been raised, within the framework of legislation and guidance.
The average is calculated using the individual results of the forces in that most similar force group.
An investigation carried out by IOPC staff.
Carried out by the police under their own direction and control. The IOPC 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 IOPC.
The organisation that is responsible for assessing how to deal with a complaint. For example – whether it can be handled locally or reaches the criteria for referral to the IOPC. The appropriate authority may be the chief officer of the police force or the PCC for the force. If a complaint investigation finds that someone has a case to answer for misconduct, the appropriate authority is responsible for arranging any misconduct proceedings. If you make a complaint, the appropriate authority for your case will contact you.
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.
Policing bodies include police and crime commissioners, the Common Council for the City of London, or the Mayor's Office for Policing and Crime.
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).
IOPC guidance to the police service and police authorities on the handling of complaints.
A complaint or recordable conduct matter that doesn’t need to be referred to the IOPC, but where the seriousness or circumstances justifies referral.
Parameters within which an investigation is conducted.
A person is adversely affected if 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.
This is where a manager deals with the way someone has behaved. It can include: showing the police officer or member of staff how their behaviour fell short of expectations set out in the Standards of Professional Behaviour; identifying expectations for future conduct; or addressing any underlying causes of misconduct.
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 an explanation, an apology, or a meeting between the complainant and the officer involved.
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 an explanation, an apology, or a meeting between the complainant and the officer involved.
A breach of standards of professional behaviour by police officers or staff so serious it could justify their dismissal.
A matter where no complaint has been received, but where there is an indication that a person serving with the police may have committed a criminal offence or behaved in a manner that would justify disciplinary proceedings.
Disapplication means that a police force may handle a complaint in whatever way it thinks fit, including not dealing with it under complaints legislation. This may only happen in certain 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.
Quarter 1 covers 1 April - 30 June
Quarter 2 covers 1 April - 30 September
Quarter 3 covers 1 April - 31 December
Quarter 4 covers the full financial year (1 April - 31 March).
You can request a review/appeal if you’re not satisfied with how your complaint has been handled.
Used to house anyone who has been detained.
Complainants have the right to appeal to the IOPC 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 matters and produces a report that sets out and analyses the evidence. There are three types of investigations: local, directed and independent.
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.
The type of behaviour being complained about. A single complaint case can have one or many allegations attached.
A person who makes a complaint about the conduct of someone serving with the police.
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.
List of officers and staff who have been dismissed from policing, or would have been if they had not retired or resigned.
The type of behaviour being complained about. A single complaint case can have one or many allegations attached.
Disapplication means that a police force may handle a complaint in whatever way it thinks fit, including not dealing with it under complaints legislation. This may only happen in certain circumstances where the complaint fits one or more of the grounds for disapplication set out in law.
An independent judicial officer, the coroner enquires into deaths reported to him/her.
A breach of the Standards of Professional Behaviour that would justify at least a written warning.
No further action may be taken with regard to a complaint if the complainant decides to retract their allegation(s).
A record is made of a complaint, giving it formal status as a complaint under the Police Reform Act 2002.
This is a format where information is written in plain English and short sentences.
The IOPC must be notified about specific types of complaint or incidents to be able to decide how they should be dealt with.
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.
Disapplication means that a police force may handle a complaint in whatever way it thinks fit, including not dealing with it under complaints legislation. This may only happen in certain circumstances where the complaint fits one or more of the grounds for disapplication set out in law.
Conduct includes acts, omissions, statements and decisions (whether actual, alleged or inferred). For example: language used and the manner or tone of communications.
You can request a review/appeal if you’re not satisfied with how your complaint has been handled.
You can request a review/appeal if you’re not satisfied with how your complaint has been handled.