Complaints data

Complaints data2022-07-17T19:59:53+01:00

We monitor correspondence received by our office to support the Commissioner in improving the service you receive.

The below information relates to:

  • Complaints about Surrey Police or our office made to your Commissioner
  • Complaints being handled by the Independent Office for Police Conduct (IOPC)
  • Complaints made to Surrey’s Police and Crime Panel

Read more about our Complaints process here.

Oversight and feedback

Your Commissioner monitors closely how complaints are handled by Surrey Police and receives regular updates on the Force’s performance. In addition, random dip-checks of complaints files held by Surrey Police’s Professional Standards Department (PSD)
are also regularly carried out by the Complaints and Compliance Lead to ensure that the Force’s complaints handling systems and procedures are adequate and effective.

The Chief Constable is also held to account in relation to overall performance of the force through Public Performance and Accountability Meetings chaired by the Police and Crime Commissioner. 

The Force and our office welcome your comments and will use the information you provide to improve the service offered to all our communities. If you have any questions about the work of our office, please contact us.

Complaints we’ve received

In 2021/22 we received 2,962 messages about policing in Surrey, including: 

  • 815 complaints or messages that expressed dissatisfaction with Surrey Police
  • 133 requests for Independent Complaint Reviews; 109 of these requests were valid and responded to by the Independent Complaint Review Manager

Complaints received by Surrey Police 

Complaints about Surrey Police received by the Force are investigated by Surrey Police’s Professional Standards Department (PSD).

Between April 2021 and the end of March 2022, PSD received 2,537 complaints and 3,690 complaints containing an allegation against a police officer or member of staff (total 6,227):

  • The total number of complaints received was 6,227, compared to 6,068 complaints in 2020/21. PSD received an average of 211 complaints a month, compared to an average of 186 in 2020/21 (13% increase) 
  • The majority of complaints were about the service provided by Surrey Police, specifically actions or in-actions following a report or investigation. This was followed by the use of police powers by officer or case, most often relating to search powers, use of force and seizure of property.

  • PSD finalise an average of 206 complaints a month, from an average 167 in 2020/21 (increase of  23%) 
  • During the last year, it took PSD an average of 55 days to resolve complaints (no change from 2020/21) 
  • In 2021/22, the service from Surrey Police was deemed not to be acceptable in 4% of cases, compared to 2.4% of cases in 2020/21. A case for misconduct was found in 0.1% of cases (no change from 2020/21). 

Complaints received by the Independent Office for Police Conduct (IOPC)

The IOPC publish regular updates about complaints received about each police force in England and Wales, as well as information about Surrey Police performance against a number of measures. They also compare the results for each Force area to their most similar force group, and with the overall result for all police forces in England and Wales. 

New legislation about the recording of complaints against police forces came into effect in 2020. Due to technical reasons, the IOPC has been unable to produce updated bulletins that cover information about complaints, allegations and appeals recorded and/or finalised under this legislation since March 2021.

We will update this section when more information is available.

Complaints about the Police and Crime Commissioner 

Three complaints against the Police and Crime Commissioner have been referred to the Surrey Police and Crime Panel since May 2021. Individual complaints received from 37 people were collated as one complaint to the Panel.

You can see the outcome to these complaints provided by the Panelhere.

This page will be regularly updated with the latest data on all complaints received.