Complaints

Complaints2020-02-11T13:53:05+00:00

Complaints and Reviews

Surrey Police officers and staff aim to provide a high standard of service to the communities of Surrey. However, there may be an occasion when a member of the public may feel dissatisfied with the service they have received and wish to make a complaint.

Surrey Police welcomes feedback from the public to help shape their service. If you are unhappy with the service you have received and wish to leave feedback or make a formal complaint, please click the link: https://www.surrey.police.uk/contact/af/contact-us/id-like-to-say-thanks-or-make-a-complaint/

Surrey Police Professional Standards Department receive all reports of complaint and dissatisfaction about police officers, police staff or Surrey Police generally.

Complaints can also be made to the Independent Office for Police Conduct (IOPC), however these will automatically be passed to Surrey Police or the Police and Crime Commissioner (in the case of a complaint against the Chief Constable) for the initial stages of the process to be completed, unless there are exceptional circumstances that justify not passing it on.

The role of the Police and Crime Commissioner

The Police and Crime Commissioner has statutory responsibility for:

  • the local oversight of complaint handling by Surrey Police;
  • acting as an independent Review Body for some complaints that have been made through the formal complaints system of Surrey Police;
  • dealing with complaints made against the Chief Constable, a role known as the Appropriate Authority.

Any complaints received by the Police and Crime Commissioner about the service provided by Surrey Police will be forwarded to the force. The Police and Crime Commissioner can only review cases that have been through the police complaints system first.

Your right to a review of the outcome of your complaint to Surrey Police

If you have already submitted a complaint to Surrey Police’s complaints system, have received a formal outcome of your complaint and wish to exercise your right to review, you will need to submit your application to the Office of the Police and Crime Commissioner within 28 calendar days from the day after the outcome letter was sent. Please complete a review form and e-mail to surreypcc@surrey.pnn.police.uk or send it to

Office of the Police & Crime Commissioner for Surrey,

PO Box 412,

Guildford, Surrey

GU3 1YJ.

Click the link HERE for the review form.

An independent review will be carried out by the Office of the Police and Crime Commissioner for Surrey and will consider whether the outcome of your complaint was reasonable and proportionate. It is not merely a quality check of what happened before. You will be kept informed of progress and a decision will be reached within three weeks. If a delay is expected, we will advise you.

Making a complaint against the Chief Constable

The Police and Crime Commissioner is responsible for dealing with complaints directly relating to the actions, decisions or conduct of the Chief Constable.

If you wish to make a complaint against the Chief Constable’s personal involvement in a matter, please contact the Office of the Police and Crime Commissioner surreypcc@surrey.pnn.police.uk or on 01483 630200 or post it to the Office of the Police and Crime Commissioner, PO Box 412, Guildford, Surrey, GU3 1YJ.   Your complaint will be passed to the Chief Executive of the OPCC.

Making a complaint against the Police and Crime Commissioner  

Complaints against the Police and Crime Commissioner are handled by the Surrey Police and Crime Panel. For information about their complaints process, please visit their website at: https://www.surreycc.gov.uk/people-and-community/emergency-planning-and-community-safety/surrey-police-and-crime-panel/complaints-about-the-police-and-crime-commissioner

To make a complaint against a member of the Commissioner’s staff, please contact surreypcc@surrey.pnn.police.uk.   Your complaint will be handled by the member of staff’s line manager or the Chief Executive of the OPCC.

Accessibility

If you require any adjustments to support you to make a review application or a complaint, please let us know. You can call us on 01483 630200.