36 We will record, investigate and respond to you as appropriate.

• We have a policy in relation to complaints against the police, which is available on the website;
• We record and monitor all complaints against police;
• We will respond to your complaint within ten days and provide you with details of the investigating officer;
• We will forward the matter to the relevant person/area where arrangements regarding further investigation will be made. Depending on the nature of the complaint, it will either be dealt with by the Professional Standards Department or other relevant departments;
• All complaints are kept under constant review and we will provide you with an update every 28 days;
• We will establish the best way to communicate with you be it by letter, email or phone.

37 We will be as open and transparent as the maintenance of effective policing will allow.

• We comply with the Freedom of Information Act;
• We notify you of our findings in as much detail as we can;
• Where we have made an error, we will apologise.

38 We will set local standards for the timeliness of our response, the information to be supplied to you and the opportunity available to you to seek further information if you are not content with the initial response.

• We adhere to set national guidelines for complaints against the police. These guidelines are set by the Independent Police Complaints Commission (IPCC);
• If you are not content with our initial response, we will advise you of which member of the organisation can assist you further;
• Correspondence handling standards are in place so that we respond to your correspondence within ten days;
• We notify you of who is dealing with your complaint.

39 We will use this information to inform the development of future policy and practice.

• Our Professional Standards Department provides monthly feedback using the results from the monitoring of complaints to improve our quality of service and identify good practice;
• We review complaints data monthly and we can view the data in relation to Basic Command Unit and Local Policing Unit levels.

40 We will use the information to increase our understanding of how you wish to be treated.

• As well as monitoring complaints, we also record and monitor letters of appreciation to identify good practice with the aim of enforcing its importance across the Force;
• As well as viewing the data on a monthly basis, our Professional Standards Department maintain an overview of all complaints and their resolution;
• Direct changes to Force policy can and will be made where appropriate in relation to results from complaints data.

41 Whenever possible and with your agreement, we will attempt local resolution.

• Many complaints are 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;
• Our managers are empowered and encouraged to deal with issues at a local level, directly with you.

42 We will investigate the complaint appropriately.

• We adopt the most appropriate method of investigation;
• At the conclusion of a complaint the quality of the investigation is reviewed by Professional Standards Department management;
• Random sampling of complaint investigations is carried out by the Police Authority on an independent basis;
• The head of Professional Standards maintains an overview of all complaints and monitors investigations conducted, providing direction and guidance to ensure investigations are conducted in a timely and proportionate manner.

43 We will adhere to the values and guidance of the Independent Police Complaints Commission.

• We refer complaints to the Independent Police Complaints Commission (IPCC) in line with guidance. In cases where there is any doubt, or in the interest of the public, the presumption is always to refer, thereby demonstrating a high degree of openness and accountability.
• We follow the guidance set by the Independent Police Complaints Commission (IPCC);
• The IPCC offers an appeals process if you are not satisfied with the result of the Force investigation of your complaint.

44 We will demonstrate police accountability.

• We provide an open and accessible complaint system under the guardianship of the IPCC;
• Following the end of an investigation, the complainant will be personally contacted be it by letter, phone call or email;
• All police complaints are ultimately overseen by the Deputy Chief Constable;
• The IPCC has the right to oversee, manage or independently investigate any cases of complaint;
• The IPCC offers an appeals process for all complainants.

45 We will operate to improve standards.

• Our Professional Standards Department routinely feed back to managers and staff regarding areas of good practice and in certain cases, areas for future development;
• Any officer or member of staff who has been identified within a complaint may be referred for further development.

46 We will be responsive to the needs of the complainant.

• Professional Standards provide updates on the progress of the report  every 28 days, by letter, email or phone call;
• You will receive a detailed account of the findings once the investigation has been concluded.

47 We will be just and proportionate.

• Our investigations are always proportionate to the seriousness of the complaint;
• We always approach a complaint with an open mind and investigate each impartially.

48 We will be timely and effective.

• We aim towards achieving the national standard of completing all investigations within 120 days.

49 We will be open to public scrutiny.

• We explain to every complainant that they have a right to appeal;
• Random sampling and monitoring of investigations by the Police Authority is in place;
• The IPCC review certain categories of complaints when required to do so.

50 We will increase public confidence in our ability to deal effectively with your enquiry.

• We continuously examine lessons learned from complaints and aim to identify areas where further improvement could be of benefit to officers and staff;
• Where discriminatory behaviour in the Police Service appears to have occurred, we will deal with it robustly;
• The IPCC report annually on our effectiveness in dealing with your complaints.