A guide to how complaints work - West Yorkshire Police
A guide to how
complaints work
West Yorkshire Police takes complaints very seriously
This guidance has been produced to assist you in how to make a complaint. A separate
link has also been produced providing you with information on the various methods of
making a complaint which are open to you.
The table is designed to provide you with an understanding of who your complaint will be
directed to and who will have responsibility for dealing with it. You should however make
your complaint by one of the methods explained in a separate document. It will show you
who you may want to make a complaint about and who will deal with that complaint. By
clicking on any of the options you will be taken to a further slide which will show the
process your complaint will take, up to the point of the initial outcome.
1
Terms of reference and definitions explained:
Police and Crime Commissioner (PCC)
The PCC will be responsible for holding the Chief Constable and Police Force to account
on the public’s behalf. They will oversee how crime is tackled in their area and aim to make
sure the Police are providing a good service.
It is said that the PCC has five key roles, those being:
• Representing and engaging with all those who live and work in communities in their
force area and identifying their policing needs.
• Setting priorities that meet those needs by agreeing a local strategic plan for the
force.
• Holding the Chief Constable to account for achieving these set priorities as efficiently
and effectively as possible, and playing a role in wider questions of community safety.
• Setting the force budget.
• Appointing and, where necessary, removing the Chief Constable.
Police and Crime Panel (PCP)
The panel is responsible for holding the PCC to account, promoting transparency in the
delivery of policing services and supporting the PCC in their role.
Office of the Police and Crime Commissioner (OPCC)
The OPCC will support the PCC to enable them to successfully undertake their duties.
Independent Police Complaints Commission (IPCC)
The IPCC oversees the police complaints system in England and Wales. It is independent
and so makes its decisions independently of the police, government and complainants.
Professional Standards Department (PSD)
PSD is responsible for the recording and assessment of all public complaints, whether
they are about Police Officers, Police Staff or Special Constables.
They also investigate the more serious allegations of misconduct and allegations of
corruption involving Police Officers and Specials.
2
Making a Complaint
Who do you want to complain about?
Who you should complain to
Police and Crime Commissioner
Police and Crime Panel
Staff working within the Office of the
Police and Crime Commissioner
Chief Executive of the Office of the
Police and Crime Commissioner
Police and Crime Panel
Wakefield Metropolitan District Council
Chief Constable
Police and Crime Commissioner
Assistant Chief Constable /
Deputy Chief Constable
Chief Constable
Police Officer / Staff member
Chief Constable
Complaint against the organisation
Chief Constable
3
Outcomes
The reviewing officers within the Professional Standards Department (PSD) assess
complaints and make decisions as to whether they are most appropriately dealt with by
PSD or by the particular divisional Quality and Standards Department. Generally matters
which are of a criminal nature or which may result in dismissal are likely to be dealt with by
PSD.
Human Resources play a significant role in the manner in which Police Staff complaints
are investigated.
Criminal allegations / investigations about any of the following bodies will initially be
investigated by the IPCC:
• PCC
• Staff within the OPCC
• Members of the PCP
Criminal allegations/investigations about the following will be the responsibilty of the PCC
but are likely to be referred to the IPCC.
• Chief Constable
• Assistant Chief Constable / Deputy Chief Constable
The possible outcomes of such investigations are as follows:
• Crown Prosecution service referral
• Discipline sanction
• No further action
Non criminal allegations against the same bodies will have likely outcomes of either
discipline sanction or no further action.
Criminal investigations against other officers or staff members below the rank of ACC will
be likely investigated by either the IPCC or PSD.
Non criminal investigations against other officers or staff members below the rank of ACC
will be likely investigated by either PSD or the relevant divisional Quality and Standards
department.
The Chief Constable may refer complaints against the organisation to be investigated by
PSD or the relevant Division or department.
4
Police and Crime Commissioner
Who the
Complaint Is About
PCC
Who to
Complain to
PCP
Nature of
complaint
Criminal
Non Criminal
Who will
investigate
IPCC
PCP / WMDC
Staff working within OPCC
Who the complaint
is about
Staff within
OPCC
Who to
Complain to
Chief Exec or
Treasurer of OPCC
Nature
Of Complaint
Criminal
Non Criminal
Who will
Investigate
IPCC
PCP / WMDC
Police and Crime Panel
Who the
Complaint Is About
PCP
Who to
Complain to
WMDC
Nature of
complaint
Criminal
Non Criminal
Who will
investigate
IPCC
CSC
Chief Constable
Who the
complaint is about
Who to
complain to
Chief Constable OPCC / PCC
Nature of
complaint
Criminal
Non Criminal
Who will
investigate
IPCC / PCC
PCC
ACC / DCC
Who the complaint
is about
Who to
Complain to
ACC / DCC Chief Constable
Nature
Of Complaint
Criminal
Non Criminal
Who will
Investigate
IPCC / Other Force
Other Force
Police Officer / Staff Member
Who the complaint
is about
Police Officer
Staff Member
Who to
Complain to
Nature
Of Complaint
Who will
Investigate
Chief Constable
Criminal
IPCC / PSD
PSD Non Criminal
PSD / Division
Complaint against the organisation
Who the complaint
is about
Who to
Complain to
Complaint against
the organisation
Chief Constable
PSD
Nature
Of Complaint
Who will
Investigate
Division / Dept*
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