Every year, more than 35,000 complaints are recorded against police officers and staff in England and Wales. The majority are handled by the force being complained about. Understanding how the system works — and where its limits lie — is essential if you want your complaint to be taken seriously.
Who You Can Complain About
You can complain about any officer or staff member employed by a territorial police force in England and Wales, including constables, sergeants, inspectors, and chief officers, as well as police community support officers (PCSOs) and civilian staff. Complaints about British Transport Police, the Civil Nuclear Constabulary, and the Ministry of Defence Police are handled through separate but similar systems.
You can complain if you were directly affected by the conduct, or if you witnessed it. A solicitor, MP, or designated friend can complain on your behalf with your written consent.
How to Make Your Complaint
You have three routes. First, you can complain directly to the force: every constabulary has a Professional Standards Department (PSD) and is legally required to accept complaints. You can do this online through the force’s website, by letter, or in person at a police station. Second, you can complain via the IOPC: the Independent Office for Police Conduct will accept complaints directly and either investigate them or pass them to the relevant force. Third, you can use a third party: organisations such as Inquest, Liberty, and the Police Action Lawyers Group can assist in framing and submitting complaints, particularly for serious matters.
There is no standard complaint form, but your complaint should set out: who the officer or staff member was (name, collar number, or description); what happened, with dates and times; what conduct you believe was improper and why; and what outcome you are seeking.
What Happens After You Complain
The force must acknowledge your complaint within ten working days and tell you how it will be dealt with. Most complaints are subject to “local resolution” — an informal process in which the force attempts to resolve the matter without a formal investigation. Local resolution is appropriate for less serious matters (rudeness, poor service) but is not suitable for allegations of assault, dishonesty, or discrimination.
If your complaint is referred to a formal investigation, it will be allocated to one of four investigation tiers: local investigation (force-led), supervised investigation (IOPC oversight, force-led), managed investigation (IOPC-directed, force-led), or independent investigation (IOPC-led). The most serious matters — allegations involving deaths, serious injuries, or corruption — should trigger the higher tiers.
Investigation timelines vary significantly. The IOPC’s own data shows the average time for a local investigation is 167 days; for an independent investigation, it is over 400 days. You should receive updates at least every 28 days.
Your Rights During the Process
You are entitled to see any investigation report that relates to your complaint, subject to redactions for legal privilege or third-party data. You can request information about the outcome — whether the officer faces misconduct proceedings, a performance review, or no further action. You are also entitled to appeal if you are dissatisfied.
If you are not satisfied with how your complaint was handled, you can appeal to the IOPC within 29 days of receiving the outcome. The IOPC can direct the force to reinvestigate, conduct its own review, or uphold the force’s decision. If the IOPC upholds an appeal, it can refer the matter for misconduct proceedings.
Misconduct Proceedings
If an investigation finds that an officer may have breached the Standards of Professional Behaviour, the matter can be referred to a misconduct hearing. These are chaired by an independent legally qualified person and include a panel member from outside policing. Hearings are public unless there are exceptional reasons for privacy.
Outcomes range from management advice (the lowest) through written warnings, final written warnings, and reduction in rank, to dismissal without notice at the most serious end. An officer found to have committed gross misconduct can be dismissed and added to the College of Policing’s “barred list,” which prevents them from being employed in policing again.
Common Problems to Be Aware Of
Several structural weaknesses are documented in complaints about the complaints system itself. Forces sometimes attempt to resolve serious complaints through local resolution when a formal investigation is warranted. Investigation timelines regularly exceed statutory guidelines. Officers sometimes retire or resign before misconduct proceedings conclude, which previously allowed them to avoid a hearing — though 2020 legislation now allows hearings to proceed against former officers in some circumstances.
If you believe your complaint has been misclassified, delayed without justification, or closed without proper investigation, document this and raise it formally with the IOPC. Legal advice from a solicitor specialising in civil liberties or police actions can be valuable if your complaint relates to a serious matter.