Feedback about our service
We are committed to providing the highest possible standard of customer service, but sometimes things may go wrong. Please let us know if you are unhappy or dissatisfied with the level of service you have received. We will listen to you and try to resolve issues quickly and at the right level.
Often the easiest and quickest way to resolve this is to talk to the person you have been dealing with. They may be able to deal with the matter there and then. With all complaints or expressions of dissatisfaction we will:
- seek to put things right
- seek resolution at an early stage
- be flexible in our approach to meet your needs
- be customer focused and deal with all concerns promptly
- be open and accountable
- use the information to improve our service
The easiest way to provide feedback is by completing our online form. This will be handled by our Quality and Service Improvement Team.
The team will acknowledge your complaint and aim to resolve it within 20 working days. If we think it may take longer than this, we will contact you and explain how long we expect it to take. Their role is not to address concerns about the decisions made in your case.
Other ways to provide feedback
Write to us: Quality and Service Improvement Team, Independent Office for Police Conduct, PO Box 473, Sale, M33 0BW
Call us: 0300 020 0096 (you can leave a voicemail by asking to speak to the Quality and Service Improvement voicemail)
Email us: [email protected]
All complaints should:
- include your personal contact information – name, address, telephone/mobile number and postcode
- include any reference numbers included on letters we have sent to you
- outline which member/s of staff you are complaining about – if applicable
- clearly explain why you are making a complaint and what your complaint is about
- include any evidence to support your complaint
We have produced two policies that describe how to make a complaint or provide feedback about our work, and what might happen.
Our Complaints and Feedback Policy explains how to give us your feedback, make suggestions or complain about our work. It also sets out how we handle feedback and complaints about our service, or our staff.
The Director General and Non-executive Directors’ Complaints Policy explains how we handle complaints that involve the conduct of our Director General, Senior Independent Director or non-executive directors.