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Making a complaint

If you think a police officer or police staff member has behaved incorrectly or unfairly, you have the right to make a complaint. First, decide what you think the police officer(s) or police staff member(s) did wrong. For example, were they rude to you? Did they use excessive force? Were you unlawfully arrested? Were your rights abused? Unless there are exceptional circumstances, you should make your complaint within 12 months of the alleged incident.

Who can make a complaint

Under the Police Reform Act 2002, the following people can make a complaint

  • Any member of the public who alleges that police misconduct was directed at them.
  • Any member of the public who alleges that they have been adversely affected by police misconduct, even if it was not directed at them.
  • Any member of the public who claims that they witnessed misconduct by the police. This would not include a person who sees an incident on the news.
  • A person acting on behalf of someone, who falls within any of the three categories above; for example, a member of an organisation who has been given written permission.

How to make a complaint

To make a complaint you can

  • Go into any local policing unit where you will be seen by a senior officer on duty, probably an inspector or sergeant.
  • Visit your local Citizens Advice Bureau, who can advise you whether you have grounds for a complaint.
  • Contact a solicitor or Member of Parliament.
  • Get someone else to put forward your complaint (e.g. a friend or neighbour, as long as they have a letter from you authorising them to do so).
  • Send an email to the Professional Standards Department.
  • Write a full account to the Professional Standards Department at

Leicestershire Constabulary Headquarters St. Johns Enderby Leicester Leicestershire LE19 2BX Tel: 0116 222 2222 or

The Independent Police Complaints Commission 90 High Holborn London WC1V 6BH Tel: 08453 002002 (Local rate) Fax: 020 7404 0430

  • There are a number of information leaflets available on the IPCC website including versions in a number of languages and in an easy read format.

What should my complaint say?

Your complaint should include

  • When and where the incident happened.
  • What happened.
  • What was done.
  • What was said.
  • Whether there were any witnesses.
  • Where the witnesses can be contacted.
  • What proof exists of any damage or injuries e.g. were photographs taken or medical advice sought?

How will the complaint be resolved?

Most complaints will be resolved at a local level, through a process called local resolution. For example, allegations of rudeness are unlikely to be the subject of a full investigation. The Force will investigate all other complaints or, in very serious cases the IPCC may conduct an independent investigation.

What is local resolution?

Many complaints can be resolved quickly and satisfactorily at a local level by officers working in your community. Local resolution is intended to be quick and flexible, it provides the opportunity to explain your concerns to the police and receive an adequate response. You will be asked to give your consent to the use of local resolution, and once you have given consent, we will then agree an action plan with you aimed at resolving your complaint quickly.

How will you be kept informed of the progress of an investigation?

Whether your complaint is being investigated by the Police or the IPCC, the Investigator will inform you

  • How your complaint will be investigated.
  • What co-operation they require from you.
  • How a decision will be reached.
  • What action may be taken at the conclusion of an investigation.

The Investigator will also agree with you how often and by which method you would like to be kept informed.

What will happen when the investigation is finished?

At the end of the investigation, the Investigator will inform you of the conclusions. Possible outcomes could include

  • Not enough evidence to uphold your complaint. This does not mean that you have not been believed, rather that there is insufficient evidence to prove or disprove the allegation(s) made.
  • We may decide to improve or amend our procedures in response to a complaint.
  • We may take formal disciplinary or management action against a member of staff.
  • We may refer your case to the Crown Prosecution Service for advice on criminal prosecution.

Right of appeal?

You may have a right of appeal to the IPCC if

  • Your complaint has not been recorded by us.
  • We have not made a decision whether to record your complaint.
  • We have not informed you of our decision not to record your complaint.
  • You believe that local resolution procedures have not been carried out properly.
  • You disagree with the action we propose to take as a result of the investigation.
  • You have not been provided with adequate information about the findings of the investigation.
  • You are not satisfied with the outcome of the Police investigation.

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