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Complaints data

Complaints data

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

The information on this page 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 using the side menu.

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.

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.
  • Other complaints were about the use of police powers, 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). 

Independent Office for Police Conduct (IOPC) complaints data 

The IOPC publish regular updates on Surrey Police complaints data, 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. 

Complaints about the Commissioner, Deputy Commissioner or Chief Constable

The below table includes complaints about the Police and Crime Commissioner or Deputy Police and Crime Commissioner since May 2021. 

In 2021, The Police and Crime Panel provided one outcome to 37 complaints about the Commissioner because they related to the same matter.

Complaints against the Police and Crime Commissioner

Complaints against the Deputy Police and Crime Commissioner

Year
01 April – 31 March
Number of complaints Outcome
20220N/A
20210N/A

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

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