A complaint can only be dealt with by the Appropriate Authority, which includes complaints about the Force.
We have compiled some frequently asked questions about the role of the OPCC office in the police complaints process to help you.
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 use this link.
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: Office of the Police and Crime Commissioner Victory House, Balliol Business Park Benton Lane Newcastle upon Tyne NE12 8EWOr email: enquiries@northumbria-pcc.gov.uk Tel 0191 221 9800 |
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? 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 consider 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. If appropriate, you’ll also be advised of your right of review to the IOPC if you disagree with the outcome. |
| Complaints about the Police and Crime Commissioner for Northumbria Please put your complaint in writing to: Chief of Staff OPCC – Northumbria Victory House Balliol Business Park Benton Lane Newcastle Upon Tyne NE12 8EWEmail: enquiries@northumbria-pcc.gov.uk Tel: 0191 221900 |
Before submitting your complaint it may be helpful to view the PCC’s PCC Code of Conduct
It’s important to recognise 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 |
| Complaints about the Force will be passed to the Professional Standards Department as the relevant 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 OPCC 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 – • Outcome Reviews |
| Complaints about OPCC Staff Please put your complaint in writing to: Chief of Staff OPCC – Northumbria Victory House Balliol Business Park Benton Lane Newcastle Upon Tyne NE12 8EWEmail: enquiries@northumbria-pcc.gov.uk Tel: 0191 221900 |
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.
‘Other bits and pieces’
Unreasonable Behaviour Policy
The Office of the Police and Crime Commissioner for Northumbria works hard to ensure the complaints / review process is accessible to all. We believe that those who make a complaint or request a review have the right to be heard, understood and respected, as do our staff who must make sure all complaints and reviews are considered fairly.
In a small number of cases, people pursue their complaint or review in a way that is unacceptable. They may behave unacceptably, be unreasonably persistent in their contact, or make unreasonable demands. This can also have an impact on dealing with their complaint or review.
The guidance that we have adopted is the same as the IOPC and provides our staff who deal with complaints and reviews with a fair and consistent approach to managing unacceptable or unreasonable behaviour by complainants, while making sure access to submitting complaints or reviews is maintained for all.
Getting it right!
Northumbria Police officers and staff work hard to serve the communities of Northumbria, officers and staff often go above and beyond what is expected of them. If you want to compliment the team who has assisted you, please email enquiries@northumbria-pcc.gov.uk
Our Complaints Policy
You can view our complaints policy here.
Useful Contacts
Independent Office for Police Conduct www.policeconduct.gov.uk
Northumbria Police https://beta.northumbria.police.uk/our-services/feedback/compliments-and-complaints/