Expressions of dissatisfaction (formerly known as complaints) against Cleveland Police
To express dissatisfaction against Cleveland Police, please submit a complaint on the Cleveland Police website.
Complaint assessments, recording, customer service (which resolves the majority of complaints) and customer contact is dealt with by the OPCC Resolution Team, who work on behalf of the Police and Crime Commissioner.
More serious complaint matters that need formal investigation must be handled by the Directorate of Standards and Ethics, who work on behalf of the Chief Constable.
Applications to review complaints handled by Cleveland Police
From 1 February 2020, the PCC became legally responsible for independently reviewing the outcome and handling of expressions of dissatisfaction (complaint) against Cleveland Police. Previously, the force carried out this role.
The PCC can make recommendations for improvement such as recommending a complaint is re-investigated. That is if we find that a complaint has not been resolved appropriately.
However, your right of appeal is with Cleveland Police for complaints dealt with or investigated before 31 January 2020. Please refer to the letter, which you received from them when doing this.
Complaints against the PCC
The policy of the Office of the Police and Crime Commissioner (OPCC) in relation to complaints against the PCC is as follows:
- We refer complaints to Cleveland Police and Crime Panel
- The OPCC co-operates fully with the panel in handling the complaint in accordance with the Panel’s policies and procedures.
- The Acting Chief Executive is available to members of the public to discuss their concern about the ethics and standards of the PCC or the OPCC. In the event that a concern involves a complaint against the PCC in the meaning of the rules, the Acting Chief Executive will work with Cleveland Police and Crime Panel, as above.
The above is a statement of the policy of the Local Elected Policing Body as set out in the The Elected Local Policing Bodies (Specified Information) Order 2011.
As of November 2020, the number of complaints received against the Acting PCC for Cleveland is 0.
Please note, this is the number of complaints of which the OPCC has been notified by Cleveland Police & Crime Panel.
Cleveland Police & Crime Panel and the Independent Office of Police Conduct keep details of all complaints.
Complaints about dealings with the OPCC or Conduct of the Commissioner’s Staff
There is a four stage complaints procedure:
Ideally, we will try to deal with your complaint informally. This means that you should phone, write, email or take your complaint to the OPCC or person, who dealt with your enquiry.
OPCC staff will do their best to resolve your complaint. However, if you do not feel comfortable making contact with the person, who dealt with your enquiry, you should go straight to Stage 2.
Following Stage 1, if you are still not satisfied, you should write to the Acting Chief Executive at Office of the Police and Crime Commissioner, c/o St Marks House, St Marks Court, Thornaby, Stockton-On-Tees, TS17 6QW.
The Acting Chief Executive is responsible for the OPCC’s administrative and financial arrangements.
If your complaint is about the Acting Chief Executive, you should address your complaint to the PCC at the same address. A senior member of staff, normally the Chief Finance Officer/Deputy Chief Executive, will review your complaint.
If you find it difficult to put the complaint in writing, we can make arrangements for you to make the complaint in person, or for some-one representing you to do so on your behalf.
The complaint should include the following:
- The nature of the complaint
- If it involves an individual, the name of the person.
- The circumstances of the complaint in as much detail as possible
- Why you are not satisfied with the way, in which you have been dealt with.
We will respond to your complaint within 14 days of receipt. This will either be a full response or an acknowledgment to tell you the next steps in investigating your complaint.
If you are dissatisfied with the final response, you can ask for the complaint to be taken to Stage 3.
At this stage, the PCC or her Deputy will consider your complaint. Their decision will be final.
When you receive acknowledgment of your request for consideration of a complaint, you will be advised of the procedure and timescale for this Stage.
In the case of serious complaints, the PCC may refer the matter to the Joint Cleveland Audit Committee to give guidance and/or recommendations.
The Committee will not make its findings public. You also cannot attend or address the Committee – unless asked to do so by the chairman.
Recommendations/guidance from the Committee is for guidance only. Their recommendations/guidance are not binding for the PCC.
If you want your complaint to be referred to the Committee, you should write to the PCC within 14 days of being told about the Stage 3 decision. In your letter, you should say why you think your complaint is of enough importance to warrant consideration by the Committee.
Complaints against the Chief Constable
Address complaints against the Chief Constable to Lisa Oldroyd, Acting Chief Executive and Monitoring Officer, at:
A complaint made directly to the Independent Office for Police Conduct or Cleveland Police will automatically be referred to Mrs Oldroyd.