Complaints Management

On this page you will find information on the role of the PCC in handling complaints; who is the right person to deal with your complaint, what you need to include in any submission and information on the other bodies and organisations who have a role in managing police complaints and performance.

Role of the PCC

The Police and Crime Commissioner (PCC) has a responsibility to monitor how complaints and disciplinary matters within Surrey Police are handled. To do this the PCC receives performance data from Surrey Police on how it is managing complaints. This includes information on the types of complaint received, the length of time it takes for complaints to be handled, how complaints are resolved, and how Surrey Police compares to other forces. Additionally, dip-checks of PSD files are regularly conducted for quality assurance, and the PCC meets with the Head of PSD on a quarterly basis.

However, although the PCC has a responsibility to monitor how complaints are handled, he has no authority to get involved with investigations into individual complaints, unless they relate to the personal actions or decisions made by the Chief Constable. Instead, all other complaints about officers or staff below the rank of Chief Constable, or complaints about operational policing matters or decisions, are the responsibility of the Chief Constable, and are managed by Surrey Police’s Professional Standards Department (PSD) on his behalf.

Who deals with your complaints?

Complaints about Surrey Police officers, staff and/or policies and procedures

Complaints relating to Surrey Police officers, staff and/or policies and procedures are handled by Surrey Police’s Professional Standards Department (PSD). Any complaints of this nature received by the PCC will be sent to them for handling.

Please note that the PCC has no authority to act as an appeal body if you are dissatisfied with the outcome of a PSD investigation. This function will either remain with the force or be with the Independent Police Complaints Commission (IPCC). Surrey Police’s PSD will guide you on who your appeal rights are to.

Surrey Police’s PSD can be contacted here: http://www.surrey.police.uk/contact-us/make-a-complaint-or-give-feedback/.

Complaints about the Chief Constable

The PCC is the appropriate authority and has a statutory duty to consider complaints made about the Chief Constable of Surrey Police.

Complaints about the Police and Crime Commissioner

The initial handling of complaints about the PCC is managed through the PCCs Office. On receipt complaints will be sent to the Surrey Police and Crime Panel (PCP) for consideration.

Complaints about members of the Police and Crime Commissioner’s staff

All complaints about members of the PCCs staff are managed by the PCCs Chief Executive. Complaints against the Chief Executive will be handled by the PCC.

Making a complaint

In order to assist us in handling your complaint quickly and efficiently it is important you provide us with as much information as possible. Therefore, when submitting your complaint please include:

  • Your name, address and contact details
  • What happened
  • Where it happened
  • Who was involved
  • Who you are complaining about
  • What was said or done
  • Whether there were any witnesses and how they can be contacted
  • Details of any damage or injury incurred
  • What outcome you are hoping for

Submitting a complaint

Complaints should be sent to us using the contact form on our website: http://www.surrey-pcc.gov.uk/contact/ or by writing to us at the following address:

The Chief Executive (Monitoring Officer)

Office of the Police and Crime Commissioner for Surrey

PO Box 412

Guildford

Surrey

GU3 1BR

Further Information

Further information on the police and police complaints can be found here:

Surrey Police

For information on how to contact your local force, click here: http://www.surrey.police.uk/contact-us/.

Independent Police Complaints Commission (IPCC)

For more information on appeals and how the police complaints system in England and Wales is overseen, click here: http://www.ipcc.gov.uk/.

Her Majesties Inspectorate of Constabulary (HMIC)

For information about how police forces are independently assessed across the country, click here: https://www.justiceinspectorates.gov.uk/hmic/.

College of Policing

For information about developing standards in professional development to ensure consistency across the 43 forces in England and Wales, click here: http://www.college.police.uk/Pages/Home.aspx.

Surrey Police and Crime Panel (PCP)

For information on how the PCC’s performance is monitored, click here: https://www.surreycc.gov.uk/people-and-community/emergency-planning-and-community-safety/surrey-police-and-crime-panel.