Your complaints journey falls into the following four steps:
Step 1: Tell us what happened
If you’ve had a negative experience with Cleveland Police, or have a matter you wish to raise with the force, let us know about it!
There are several ways, in which you can do this. The easiest way is to click on the Make a Complaint Button on the force’s website and complete an online feedback form.
You can also tell us what happened by telephone, email, letter or in person at your local police station.
When we’ve got the details, they will be forwarded to the Resolution Team.
Step 2: Listen and Understand
A member of the Resolution Team will contact you to listen to your concerns. They will get to the root of the problem and ask what you would like to see as the outcome of the complaint. If the team can resolve the matter, your complaints’ journey ends here.
When looking at your complaint, the team will take facts and details of circumstances surrounding the complaint into account. The team member will attempt to resolve the matter.
The Resolution Team will deal with your complaint in a reasonable and proportionate manner. This may involve arranging recovery of service, offering easy-to-understand explanations or giving an apology.
Step 3: The Complaint is passed to Cleveland Police’s Directorate of Standards and Ethics (DSE)
If your issues cannot be resolved in Step 2, the complaint will be passed to the DSE, where details will be assessed to determine whether any further investigation is required.
The Office of the Police and Crime Commissioner (OPCC) will continue to be your single point of contact. Staff will provide updates, liaising with the force’s DSE to obtain information on your behalf.
Step 4:| Request a Review
if you remain dissatisfied with the handling of your complaint when the outcome is received, you can request a review. The details of how to request a review will be sent out along with your outcome letter.
Reviews are handled by an independent adjudicator. He/she has no previous involvement in your complaint and will determine whether your complaint has been handled appropriately.
Complaints about the Chief Constable
If you wish to make a complaint against the Chief Constable, please contact the OPCC on firstname.lastname@example.org