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Complaints and Reviews

A complaint is any expression of dissatisfaction that is expressed by, or on behalf of, a member of the public. Leicestershire Police aim to provide a high standard of service for the communities of Leicester, Leicestershire and Rutland. However, there may be an occasion where you are dissatisfied with the level of service received and wish to make a complaint. Leicestershire Police welcomes feedback from the public in order to improve and provide the best service possible to our communities.

The Professional Standards Department (PSD) undertake a number of recommended measures to ensure an efficient service. PSD regularly monitor recommendations made by Her Majesty’s Inspectorate (HMIC), and wider organisational learning is tracked on an internal forum which provides governance for PSD learning. PSD take great lengths to prevent the need for complaints – for example, PSD communicate with all new recruits to provide them with the necessary guidance for maintaining professional standards of behaviour, which includes the latest information on complaints trends. The force also issues regular, structured campaigns aimed at preventing unprofessional behaviour. Further to this, the PSD team hold frequent team meetings to monitor performance and trend data. The Professional Standards Department currently do not measure complaint satisfaction of the public, however, we are working towards creating a standard survey to send as standard practice.

In the unfortunate event that you are not satisfied with the outcome of your complaint, you can request that the outcome is reviewed independently by the Reviews and Complaints Officer of the OPCC of Leicestershire. The reviews and complaints officer has a strong background in complaint handling and is entirely independent from any police force. The reviews officer submits quarterly statistics to the performance team to monitor quality of performance, and this is also provided to the ethics committee. The reviews and complaints officer currently does not measure satisfaction of the review process, however, we are working towards creating a further survey to send as standard practice. The OPCC reviews and complaints officer is currently evaluating measures to improve timeliness of complaint handling.

Please note that only the complainant or somebody acting on behalf of the complainant (with permission in writing) can submit an application for a review.

 

Please note:
If you require any reasonable adjustments to access the complaints system under the Equality Act 2010, please contact the office on 0116 229 8980