How can I complain?

As a public authority, it is important that Norfolk Police Authority is an efficient and effective organisation. If we do not get things right we would like the public to tell us. Equally, we are always appreciative of any complimentary comments when our staff have done something particularly well. When we get something wrong we will apologise and try to put things right.

Who Can Complain?

Any member of the public or nominated third party, such as a relative or friend (with your consent) who believes the Authority, a Member of the Authority or a member of staff has:

• Treated them unfairly in the way they have conducted police authority business;
• Acted in an inappropriate or discourteous manner;
• Done something badly or provided misleading information;
• Failed to deliver a service within the time specified.

Please note that complaints can be made in writing or by email. It is also possible to make a complaint orally in person or via the telephone by prior appointment.

Write to: Chief Executive, Norfolk Police Authority, Jubilee House, Falconers Chase, Wymondham, Norfolk, NR18 0WW.

E-mail: policeauthority@norfolk.pnn.police.uk

Telephone: (01953) 424455

Fax: (01953) 424462

The process for dealing with complaints varies dependent on complaint type. Further information is provided within the guidance notes at the bottom of this page.

Complaints about Police Officers and Police Staff

There are clear procedures for handling complaints against police officers (below the rank of Assistant Chief Constable) and police staff. The Norfolk Constabulary Professional Standards Department handle complaints of this nature and can be contacted handle complaints of this nature and can be contacted as follows:

Write to: Professional Standards Department, Norfolk Constabulary, Jubilee House, Falconers Chase, Wymondham, Norfolk, NR18 0WW.

Email: psd@norfolk.pnn.police.uk

Telephone: 0845 456 4567 - Ask for Professional Standards Department

Complaints about the Chief Constable, Deputy Chief Constable or Assistant Chief Constable

Norfolk Police Authority is responsible for acting as the 'appropriate authority' in the recording and investigation of complaints and conduct matters against the Chief Constable, Deputy Chief Constable and Assistant Chief Constable of Norfolk Constabulary. This includes a legal requirement to obtain and preserve evidence in such cases. It should be noted that if the matter relates to 'direction and control', then this will fall outside of the jurisdiction of the Authority and should be raised with the Professional Standards Department, Norfolk Constabulary (for contact details see 'Complaints against Police Officers and Police Staff').

Any complaint against the Chief Constable, Deputy Chief Constable or Assistant Chief Constable should be addressed to Norfolk Police Authority's Chief Executive who will arrange for the matter to be assessed at a meeting of the Professional Standards & Human Resources Committee.

The Police Reform Act 2002 sets out the responsibilities of police authorities to keep themselves informed about complaints and discipline matters within their force and details of complaints are monitored by Norfolk Police Authority's Professional Standards and Human Resources Committee.

If you are dissatisfied with the way in which your complaint has been dealt, you may wish to contact the Independent Police Complaints Commission.

Dissatisfaction

Individuals who are unhappy with the service they receive from Norfolk Constabulary may wish to have a dissatisfaction report submitted. By recording matters of minor dissatisfaction, members of the public have the option to have the cause of their dissatisfaction registered and remedied, without having to engage in formal complaints or misconduct processes. Dissatisfaction can be reported to any officer or staff member of Norfolk Constabulary, or to the Members and staff of Norfolk Police Authority. A dissatisfaction report will then be logged with the Professional Standards Department on your behalf. Reports of dissatisfaction will be acknowledged within 24 hours of them being received, with contact following to discuss how the matter will be handed and resolved. Norfolk Constabulary aims to have all dissatisfaction fully resolved within 10 working days.

Complaints Information

1. Police Stops - Rights including how to complain

   This Police Stops Information Leaflet provides details of an individual's rights when stopped by a PCSO or police officer and asked to account for his or her actions, or stopped and searched by a police officer. It includes details of what you can do if you think you have been treated unfairly.

2. Ethical Standards Committee - Code of Conduct - Assessment of Complaints Procedure

   This procedure is produced to comply with Regulation 10 of the Standards Committee (England) Regulations 2008 in respect of the local assessment of complaints arising against members under the Code of Conduct.  The Procedure sets out the steps that will be followed in relation to any written allegation that is received in relation to a member or co-opted member of the Authority that they have failed, or may have failed, to comply with the Authority's Code of Conduct.

3. How to Complain about the Conduct of Members

   This document outlines the complaints process should you wish to complain about the conduct of Members of the Police Authority.

4. How to Complain about the way the Authority conducts its Business

   This document outlines the process to follow should you wish to complain about the way the Authority carries out its business.

5. How to Complain about the Chief Executive This document outlines the process for complaining about the Chief Executive of Norfolk Police Authority.
6. How to Complain about the Treasurer This document outlines the process to complain about the Treasurer to Norfolk Police AUthority.
7. How to Complain about Maladministration This document sets out the process if you wish to complain about Maladministration.
8. How to Complain about Financial Maladministration This document sets out the process should you wish to complain about financial maladministration.
9. How to Complain about Independent Custody Visitors This document sets out the process to follow should you wish to complain about an Independent Custody Visitor.
10. How to Complain about the way Norfolk Constabulary conducts its business This document sets out the process to follow should you wish to complain about the way Norfolk Constabulary conducts its business.
11. How to Complain about the behaviour of the Chief Constable, Deputy Chief Constable and Assistant Chief Constable This document sets out the process you should follow should you wish to complain about the behaviour of the Chief Constable, Deputy Chief Constable and Assistant Chief Constable.
12. Norfolk Police Authority Complaints Procedure

    This document outlines the various processes in place should you wish to make a complaint about Norfolk Police Authority.