Formal and informal handling of complaints

With informal handling and recording of complaints, when an expression of dissatisfaction is made, it is logged as a complaint.

The force may attempt to resolve the complaint informally - if that can be done to the complainant's satisfaction, the complaint is considered resolved. Available actions at this point are organisational learning, learning from reflection,  a policy or procedure review, a goodwill gesture, an apology, explanation or debrief, some other action, or no further action.

If the complaint is not resolved to the complainant's satisfaction, but they do not still wish to pursue the matter, no further action is taken.

If the complaint is not resolved to the complainant's satisfaction, but they do wish to pursue the matter, the complaint would be recorded.

Once recorded, the complaint becomes subject to formal handling and / or investigation.

The complaint would also have been recorded at the outset, if matters within the complaint meet the appropriate criteria.

Once a complaint is recorded, the force must decide if an investigation is required. If not, the complaint can be handled in a reasonable and proportionate manner, leading to one of the following decisions: that the service provided was acceptable, was not acceptable, or that it is not possible to determine which. Other possible decisions are for no further action, or that the complaint is withdrawn.

After a decision, available actions are the reflective practice review process, unsatisfactory performance proceedings, organisational learning, a policy or procedure review, a goodwill gesture, an apology, explanation or debrief, some other action, or no further action.

Once recorded, a complaint may be referred to the IOPC, who would make a decision on the mode of investigation required: this might be local, directed or independent.

If the investigation is not subject to special procedures, the available decisions and actions are the same as listed above.

If the investigation is subject to special procedures, the available decisions are that there is either a case to answer, or no case to answer.

From this point the available actions are: misconduct proceedings, criminal proceedings, the reflective practice review process, unsatisfactory performance proceedings, organisational learning, learning from reflection, a policy or procedure review, a goodwill gesture, an apology, explanation or debrief, some other action, or no further action.