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Complaints Procedure

Complaints Against Police Officers or Police Staff

To complain about an individual Police Officer or police staff, please click here to see the Force guidelines.

Complaints will be handled by the Direcorate of Standards and Ethics and a small Complaints Resolution Team, operating on the behalf of the PCC.


Complaints Against the Police & Crime Commissioner for Cleveland

Full details and guidance about the PCC complaint process is outlined on the website of the Cleveland Police & Crime Panel (follow link)

As of 11 September 2018, the number of complaints received against the Police and Crime Commissioner for Cleveland is FIVE.

Please note that this is the number of complaints which the Cleveland OPCC have been notified by Cleveland Police & Crime Panel.

Details of all complaints are held by the Cleveland Police & Crime Panel and the Independent Police Complaints Commission.


Complaints about Dealings with the Office of the Police & Crime Commissioner or Conduct of the Commissioner’s Staff

The complaints procedure has 4 stages.

Stage 1

Ideally we will try to deal with your complaint informally.  This means that preferably you should phone, write, email or take your complaint to the office or person who dealt with your enquiry.  Our staff will do their best to resolve your complaint without you needing to do anything else. If however you do not feel comfortable with making contact with the person who dealt with your enquiry then you should go straight to stage 2.

Stage 2

If you are not satisfied with the service you have received then you should in the first instance write to the Chief Executive, Office of the Police & Crime Commissioner, Ladgate Lane, Middlesbrough, TS8 9EH. The Chief Executive is responsible for the administrative and financial arrangements of the Office of the Police & Crime Commissioner. If your complaint is about the Chief Executive, then you should address your complaint to the Police & Crime Commissioner at the same address and it will be reviewed by another senior member of staff, normally the Chief Finance Officer/ Deputy Chief Executive.

If, however, you find it difficult to put the complaint in writing, it is possible for arrangements to be made for you to put the complaint in person, or for someone representing you to do so on your behalf. The complaint should include the nature of the complaint and, if it involves an individual, the name of that person. You should include the circumstances of the complaint in as much detail as possible, and also give the reasons why you are not satisfied with the way you have been dealt with. Your complaint will be responded to within 14 days of receipt. This will either be a full response or an acknowledgment telling you of the next steps in investigating your complaint. If you are still dissatisfied once you have received a final response to the complaint, then you may ask for it to be taken to stage 3.

Stage 3

If you require your complaint to be taken to this level then it will be considered by the Police & Crime Commissioner or his/her Deputy whose decision will be final. You will be advised of the procedure and timescale for this step when acknowledgment of receipt of your request for consideration of your complaint at this level is processed.

Stage 4

In the case of serious complaints the Police & Crime Commissioner may refer the matter to the Audit & Standards Committee to provide guidance and/or recommendations. The Committee’s findings will not be made public and you will not be allowed to attend or address the Committee unless requested to do so by the Committee’s chairman.  Recommendations/guidance from the Audit & Standards Committee will be for guidance only and will not bind the Commissioner.  If you wish your complaint to be referred to the Audit & Standards Committee then you should write to the Commissioner (within 14 days of being advised of the stage 3 decision), setting out why you think that your complaint is of such importance as to warrant consideration by the Committee.


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