Complimenting Suffolk Constabulary or
making a complaint
Your views are important to us.If you are
happy or unhappy with the service you have received from us we
would like to hear from you as soon as possible.
Suffolk Constabulary strives to provide a quality
service and aims to get it right every time. However, there may be
occasions when you are dissatisfied with the service you have
If you are unhappy with the service provided
on a particular occasion, or you believe the conduct of an
individual has fallen below the standard expected, you have the
right to express your dissatisfaction or make a formal
We will listen to you and take your needs and
views seriously. In some instances your complaint may have arisen
from a misunderstanding or a mistake on our part, rather than
An upheld complaint will not always result in
disciplinary proceedings against police officers or staff.
However, we will always seek to learn from complaints and change
our policies and practices when appropriate.
This section outlines how you can make a
complaint, and also details how you can appeal against the outcome
of a complaint.
If you are unhappy about the way an incident
has been handled, or the way someone has behaved but do not wish to
complain formally, you can still raise your concerns with us and we
will look into this as a quality of service matter.
You can do this by emailing email@example.com,
or by calling 101 or contacting your local Safer
Your concerns will be reviewed by a manager
and any remedial action will be taken as required.
A record will be made on our Dissatisfaction
Register and the outcome will be reported back to you.
Making a formal complaint
You can make a complaint about the way you
have been treated, the service you have received, about policies
and procedures or the general running of the force.
However, you can only make a complaint in the
- If the conduct took place in relation to you, or
- you witnessed the conduct, or
- you were adversely affected by the conduct.
You can make a complaint on behalf of someone
else, provided you have that person’s written consent.
How to make a formal Complaint
Any complaint about the Chief Constable should
be made to the Suffolk Police and Crime
Complaints about anyone else working for the
Police should be made direct to Suffolk Constabulary in
one of the following ways:
- In person - Go to a police station and ask
to be seen by a supervisory officer - usually an Inspector or
- By telephone: 101
- By e-mail: firstname.lastname@example.org
- In writing - Write a letter with a full account of the incident
Professional Standards Department
Norfolk and Suffolk Constabularies
- Via third parties - If you would prefer,
complaints can also be made via your local Citizens Advice Bureau,
Racial Equality Council, Youth Offending Team or the Probation
Details you should include
- What was said or done
- Whether there were witnesses
- Details of any damage or injury that took place
- The identity of the officer(s) or member(s) of staff (if
- Clarify exactly what your complaints are and how you would
prefer to be contacte
- What happens after a complaint has been made?
Your complaint will be assessed and you
will be contacted to discuss the options in relation to how your
complaint can be dealt with.
Where serious allegations are made, Norfolk
Constabulary must refer the matter to the Independent Police
Complaints Commission, who may decide to supervise or manage the
investigation or to conduct an independent investigation.
Where there is an indication that an
officer or member of staff may have committed a criminal offence or
behaved in a manner that would justify misconduct proceedings, then
a complaint and misconduct investigation will take place.
We will keep you informed of progress
during the investigation and send you our findings in writing.
We will identify where we can learn lessons
from your complaint and review working practices accordingly. We
will publish details of complaint trends publicly and report in
detail to the Police and Crime Commissioner.
Independent Police Complaints
Further information about the complaints
system and the Statutory Guidance can be accessed via
the IPCC website.
However, complaints should normally be made
direct to the force (or via a third party). Any complaint made to
the IPCC will be automatically returned to the force unless there
are exceptional circumstances that justify not passing it on.
When a decision has been made about the
handling of a complaint or its outcome, we will write to you
outlining your right of appeal and to whom the appeal should be
made. In some cases this will be the IPCC, in others it will be the
Chief Constable as determined by the Police (Complaints and
Misconduct) Regulations 2012.
If you have already been notified of a
decision about a complaint and informed that any appeal should be
made to the IPCC, further information about how to appeal to the
IPCC is available on its website.
All appeals about a decision not to record a
complaint or to notify the correct authority must be forwarded to
If you have been notified you have a right of
appeal to the Chief Constable, forms are available for each type of
appeal. Factsheets about each type of appeal can be accessed via
the IPCC link. If you are unable to access the forms please contact
the Professional Standards Department as detailed above, who will
forward you a copy by e-mail or post.
Appeal Forms (to Chief
Decision to disapply (stopping complaint process before it has
Outcome of a complaint after a decision to disapply
Outcome of a local resolution
Decision to discontinue an investigation
Regarding a complaint investigation