How to make a complaint
How will my complaint be dealt with?
There are a number of ways in which a complaint can be dealt with depending on the circumstances and its seriousness.
The complainant's wishes will be taken into account and in some cases, as explained below, will determine how the case is dealt with.
Staffordshire Police regards all complaints and expressions of dissatisfaction as important issues.
Use of the term ‘minor dissatisfaction’ or ‘less serious complaints’ does not imply that they are considered any less seriously but serves only to distinguish them from the most serious cases.
Remedial Action
In cases of minor dissatisfaction the person who is unhappy with the service they have received, may only want to have the matter rectified in a timely and effective manner, rather than make an allegation of misconduct against a member of staff, and if this is completed to their satisfaction may not wish to have a formal record made of their complaint.
Service Recovery
Service recovery is almost the same as remedial action and is an appropriate option in the same types of cases of dissatisfaction. The difference between the two procedures is that where service recovery is used, a formal record of the dissatisfaction is made.
Local Resolution
The majority of less serious complaints can be addressed by your local police division through a procedure called Local Resolution. It is intended as a timely means of dealing with complaints which, even if proved, would not warrant criminal or misconduct proceedings against a member of staff. This is achieved through a course of actions agreed between the complainant and the supervisor/manager undertaking the procedure.
Formal Complaint Investigation
Formal Complaint Investigations are usually conducted by Professional Standards Department staff and will be fair and unbiased. An assessment of the circumstances and gravity of the complaint is carried out initially which determines the type of investigation required.
Direction and Control Related Complaints
Complaints which are not about the conduct of an individual but the policies and procedures of a police force are referred to as 'direction and control' complaints.