Making a Complaint

We appreciate that the police complaints process can seem complex and it’s important to understand what we can – and what we can’t do, to resolve your concerns. The following information is intended to help guide you through that process to make sure your complaint is directed to the right place, first time.

A complaint can only be dealt with by the Appropriate Authority who has powers and responsibility specifically conferred by legislation and it’s important to understand that the PCC is not permitted to operate outside this framework. Legislation doesn’t allow the PCC to become involved in complaints for which the Chief Constable is the Appropriate Authority, which includes complaints about the Force.

We have compliled some frequently asked questions about the role of our office in the police complaints process to help you. Read them here

If you are trying to raise concerns about something you have seen in the news or on social media or heard about from another person, please click here for further information.

To avoid frustration and unnecessary delays in resolving your concerns, the first question to ask is – what’s the nature of your complaint?

Who or what is your complaint about and where should you send it?	Useful information and next steps
Complaints about the Chief Constable The Appropriate Authority for a complaint against the Chief Constable is the Police and Crime Commissioner. Please put your complaint in writing to: Statutory Operations Manager Office of the Police and Crime Commissioner The Lawns Cottingham East Yorkshire HU16 5SN Or email pcc@humberside.pnn.police.uk Tel 01482 220787	It’s important that we fully understand the nature of your complaint in order to make a recording decision and where appropriate, proceed with an investigation. To help us do this, we’ll need the following information: What are the specific actions of the Chief Constable that you’re unhappy with? When did this happen? How have you been affected? What outcome would you like to see? A complaint against the Chief Constable can’t be used as a mechanism to escalate an existing complaint about the Force, or to have a previously concluded complaint about the Force reviewed. We’ll take steps to resolve and where appropriate, investigate your complaint. When that’s concluded, you’ll be informed of the outcome, along with a clear rationale as to how and why that decision’s been reached. You’ll also be advised of your right of appeal to the IOPC if you disagree with the outcome.
Complaints about Humberside Police The Appropriate Authority for a complaint against Humberside Police is the Chief Constable. For more information or to submit your complaint online, please visit the Force website here www.service.police.uk/fo/feedback/?frc=16 Email psdadmin@humberside.pnn.police.uk Telephone: 101	It’s important to understand that legislation doesn’t permit the PCC to become involved in complaints for which the Chief Constable is the Appropriate Authority. This includes expressions of dissatisfaction about policing matters including but not limited to: service you’ve received standard of an investigation direction and control of resources concern about Force policies conduct of officers or staff (excluding the Chief Constable) Complaints about the Force will be passed to the Appropriate Authority in line with Statutory Guidance from the Independent Office for Police Conduct (IOPC). We will of course get in touch to let you know when this happens. Right of Review At the conclusion of your complaint you have the right to apply for a review of the outcome, should you disagree with the Force’s outcome decision. The Relevant Review Body will be either the PCC or the IOPC, which will be clarified in your outcome letter. An online review application form is available HERE - You will be asked to complete your personal details, the relevant complaint reference number and why you disagree with the way your complaint has been handled. Frequently Asked Questions - click here for a guide to Complaint Outcome Reviews
Complaints about the Police and Crime Commissioner for Humberside Please put your complaint in writing to: Humberside Police and Crime Panel c/o Service Manager – Democracy North Lincolnshire Council Church Square House 30-40 High Street Scunthorpe North Lincolnshire DN15 6NL Email: policeandcrimepanel@northlincs.gov.uk Tel: 01724 296014	Before submitting your complaint it may be helpful to view the PCC’s Code of Conduct
Complaints about OPCC Staff Please put your complaint in writing to: The Chief Executive Office of the Police and Crime Commissioner The Lawns Cottingham East Yorkshire HU16 5SN Or email pcc@humberside.pnn.police.uk	It’s important to fully understand the nature of your complaint in order that we can resolve it for you, learn from mistakes and improve our practices. Please provide us with the following information: What were the circumstances? Who was involved? When did this occur? How have you been affected? What outcome would you like to see? We’ll take steps to resolve your complaint and at the conclusion, inform you of the outcome, along with an explanation of how and why that decision’s been reached.

Who or what is your complaint about and where should you send it?

Useful information and next steps

Complaints about the Chief Constable

The Appropriate Authority for a complaint against the Chief Constable is the Police and Crime Commissioner.

Please put your complaint in writing to:

Statutory Operations Manager

Office of the Police and Crime Commissioner

The Lawns

Cottingham

East Yorkshire

HU16 5SN

Or email pcc@humberside.pnn.police.uk

Tel 01482 220787

It’s important that we fully understand the nature of your complaint in order to make a recording decision and where appropriate, proceed with an investigation. To help us do this, we’ll need the following information:

What are the specific actions of the Chief Constable that you’re unhappy with?
When did this happen?
How have you been affected?
What outcome would you like to see?

A complaint against the Chief Constable can’t be used as a mechanism to escalate an existing complaint about the Force, or to have a previously concluded complaint about the Force reviewed.

We’ll take steps to resolve and where appropriate, investigate your complaint. When that’s concluded, you’ll be informed of the outcome, along with a clear rationale as to how and why that decision’s been reached. You’ll also be advised of your right of appeal to the IOPC if you disagree with the outcome.

Complaints about Humberside Police

The Appropriate Authority for a complaint against Humberside Police is the Chief Constable.

For more information or to submit your complaint online, please visit the Force website here www.service.police.uk/fo/feedback/?frc=16

Email psdadmin@humberside.pnn.police.uk

Telephone: 101

It’s important to understand that legislation doesn’t permit the PCC to become involved in complaints for which the Chief Constable is the Appropriate Authority.

This includes expressions of dissatisfaction about policing matters including but not limited to:

service you’ve received
standard of an investigation
direction and control of resources
concern about Force policies
conduct of officers or staff

(excluding the Chief Constable)

Complaints about the Force will be passed to the Appropriate Authority in line with Statutory Guidance from the Independent Office for Police Conduct (IOPC). We will of course get in touch to let you know when this happens.

Right of Review

At the conclusion of your complaint you have the right to apply for a review of the outcome, should you disagree with the Force’s outcome decision.

The Relevant Review Body will be either the PCC or the IOPC, which will be clarified in your outcome letter.

An online review application form is available HERE - You will be asked to complete your personal details, the relevant complaint reference number and why you disagree with the way your complaint has been handled.

Frequently Asked Questions - click here for a guide to Complaint Outcome Reviews

Complaints about the Police and Crime Commissioner for Humberside

Please put your complaint in writing to:

Humberside Police and Crime Panel

c/o Service Manager – Democracy

North Lincolnshire Council

Church Square House

30-40 High Street

Scunthorpe

North Lincolnshire

DN15 6NL

Email: policeandcrimepanel@northlincs.gov.uk

Tel: 01724 296014

Before submitting your complaint it may be helpful to view the PCC’s Code of Conduct

Complaints about OPCC Staff

Please put your complaint in writing to:

The Chief Executive

Office of the Police and Crime Commissioner

The Lawns

Cottingham

East Yorkshire

HU16 5SN

Or email pcc@humberside.pnn.police.uk

It’s important to fully understand the nature of your complaint in order that we can resolve it for you, learn from mistakes and improve our practices. Please provide us with the following information:

What were the circumstances?
Who was involved?
When did this occur?
How have you been affected?
What outcome would you like to see?

We’ll take steps to resolve your complaint and at the conclusion, inform you of the outcome, along with an explanation of how and why that decision’s been reached.

The PCC’s role in relation to the Police Complaints System

Holding the Chief Constable to account

The PCC has a statutory responsibility to hold the Chief Constable to account for the performance of the complaints system locally, and for ensuring there are processes in place to scrutinise, support and challenge the overall performance of the Force, to monitor complaints and to hold the Chief Constable to account for the performance of officers and staff. The police complaints system has recently been the subject of significant reform which sets out principles of accessibility, reasonable and proportionate handling and learning and improvement; all vital factors in ensuring both public confidence and the ongoing development of a robust, effective and efficient complaints system.

Complaints against the Chief Constable

The PCC is the Appropriate Authority to deal with complaints about the Chief Constable, as outlined above.

Relevant Review Body for Review of Complaint Outcomes

At the conclusion of a complaint against the Force for which the Chief Constable is Appropriate Authority, you have the right to apply for a review of the outcome, should you disagree with the Force’s outcome decision.

The Relevant Review Body (RRB) will be either the PCC or the IOPC, dependent on the circumstances of your original complaint. The RRB will be clarified in your outcome letter.

Further Reading

OPCC Complaints Policy

Managing Contact

Useful Contacts

Independent Office for Police Conduct www.policeconduct.gov.uk

Humberside Police www.service.police.uk/fo/feedback/?frc=16