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An act of parliament that provides the core framework of police powers to combat crime and provide codes of practice for the exercise of these powers.
Leads and manages the development of the police service in England, Wales and Northern Ireland.
The body that represents the interests of all police constables, sergeants, and inspectors.
Deals with someone’s inability or failure to perform to a satisfactory level, but without breaching the Standards of Professional Behaviour.
Focuses on putting an issue right and preventing it from happening again by encouraging those involved to reflect on their actions and learn. It is not a disciplinary process or a disciplinary outcome.
Department within a police force that deals with complaints and conduct matters.
Refers to lower-level misconduct or performance-related issues, which are dealt with in a proportionate and constructive manner.
This means doing what is appropriate in the circumstances, taking into account the facts and the context in which the complaint has been raised, within the framework of legislation and guidance.
The average is calculated using the individual results of the forces in that most similar force group.
An investigation carried out by IOPC staff.
Carried out by the police under their own direction and control. The IOPC sets the terms of reference and receives the investigation report when it is complete. Complainants have a right of appeal following a supervised investigation (unless it is an investigation into a direction and control matter).
This act sets out how the police complaints system operates.
How a police force is run, for example policing standards or policing policy.
An investigation carried out by the police under the direction and control of the IOPC.
The organisation that is responsible for assessing how to deal with a complaint. For example – whether it can be handled locally or reaches the criteria for referral to the IOPC. The appropriate authority may be the chief officer of the police force or the PCC for the force. If a complaint investigation finds that someone has a case to answer for misconduct, the appropriate authority is responsible for arranging any misconduct proceedings. If you make a complaint, the appropriate authority for your case will contact you.
An intelligence-led agency with law enforcement powers, it is also responsible for reducing the harm that is caused to people and communities by serious organised crime.
Policing bodies include police and crime commissioners, the Common Council for the City of London, or the Mayor's Office for Policing and Crime.
Investigations carried out entirely by the police. Complainants have a right of appeal following a local investigation (unless it is an investigation into a direction and control matter).
IOPC guidance to the police service and police authorities on the handling of complaints.
A complaint or recordable conduct matter that doesn’t need to be referred to the IOPC, but where the seriousness or circumstances justifies referral.
Parameters within which an investigation is conducted.
A person is adversely affected if he or she suffers any form of loss or damage, distress or inconvenience, if he or she is put in danger or is otherwise unduly put at risk of being adversely affected.
This is where a manager deals with the way someone has behaved. It can include: showing the police officer or member of staff how their behaviour fell short of expectations set out in the Standards of Professional Behaviour; identifying expectations for future conduct; or addressing any underlying causes of misconduct.
This could be the Police and Crime Commissioner, the Common Council for the City of London, or the Mayor's Office for Policing and Crime.
A flexible process for dealing with complaints that can be adapted to the needs of the complainant. It may involve, for example, providing information and an explanation, an apology, or a meeting between the complainant and the officer involved.
A flexible process for dealing with complaints that can be adapted to the needs of the complainant. It may involve, for example, providing information and an explanation, an apology, or a meeting between the complainant and the officer involved.
A breach of standards of professional behaviour by police officers or staff so serious it could justify their dismissal.
A matter where no complaint has been received, but where there is an indication that a person serving with the police may have committed a criminal offence or behaved in a manner that would justify disciplinary proceedings.
Disapplication means that a police force may handle a complaint in whatever way it thinks fit, including not dealing with it under complaints legislation. This may only happen in certain circumstances where the complaint fits one or more of the grounds for disapplication set out in law.
The ending of an ongoing investigation into a complaint, conduct matter or DSI matter. An investigation may only be discontinued if it meets one or more of the grounds for discontinuance set out in law.
Quarter 1 covers 1 April - 30 June Quarter 2 covers 1 April - 30 September Quarter 3 covers 1 April - 31 December Quarter 4 covers the full financial year (1 April - 31 March).
You can request a review/appeal if you’re not satisfied with how your complaint has been handled.
Used to house anyone who has been detained.
Complainants have the right to appeal to the IOPC if a police force did not record their complaint or notify the correct police force if it was made originally to the wrong force.
The purpose of an investigation is to establish the facts behind a complaint, conduct matter, or DSI matter and reach conclusions. An investigator looks into matters and produces a report that sets out and analyses the evidence. There are three types of investigations: local, directed and independent.
The ending of an ongoing investigation into a complaint, conduct matter or DSI matter. An investigation may only be discontinued if it meets one or more of the grounds for discontinuance set out in law.
The type of behaviour being complained about. A single complaint case can have one or many allegations attached.
A person who makes a complaint about the conduct of someone serving with the police.
The ending of an ongoing investigation into a complaint, conduct matter or DSI matter. An investigation may only be discontinued if it meets one or more of the grounds for discontinuance set out in law.
List of officers and staff who have been dismissed from policing, or would have been if they had not retired or resigned.
The type of behaviour being complained about. A single complaint case can have one or many allegations attached.
Disapplication means that a police force may handle a complaint in whatever way it thinks fit, including not dealing with it under complaints legislation. This may only happen in certain circumstances where the complaint fits one or more of the grounds for disapplication set out in law.
An independent judicial officer, the coroner enquires into deaths reported to him/her.
A breach of the Standards of Professional Behaviour that would justify at least a written warning.
No further action may be taken with regard to a complaint if the complainant decides to retract their allegation(s).
A record is made of a complaint, giving it formal status as a complaint under the Police Reform Act 2002.
This is a format where information is written in plain English and short sentences.
The IOPC must be notified about specific types of complaint or incidents to be able to decide how they should be dealt with.
No further action may be taken with regard to a complaint if the complainant decides to retract their allegation(s).
Casework involves assessing appeals. Casework staff also have a role in overseeing the police complaints system to help ensure police forces handle complaints in the best possible way.
Disapplication means that a police force may handle a complaint in whatever way it thinks fit, including not dealing with it under complaints legislation. This may only happen in certain circumstances where the complaint fits one or more of the grounds for disapplication set out in law.
Conduct includes acts, omissions, statements and decisions (whether actual, alleged or inferred). For example: language used and the manner or tone of communications.
You can request a review/appeal if you’re not satisfied with how your complaint has been handled.
You can request a review/appeal if you’re not satisfied with how your complaint has been handled.

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An act of parliament that provides the core framework of police powers to combat crime and provide codes of practice for the exercise of these powers.
Leads and manages the development of the police service in England, Wales and Northern Ireland.
The body that represents the interests of all police constables, sergeants, and inspectors.
Deals with someone’s inability or failure to perform to a satisfactory level, but without breaching the Standards of Professional Behaviour.
Focuses on putting an issue right and preventing it from happening again by encouraging those involved to reflect on their actions and learn. It is not a disciplinary process or a disciplinary outcome.
Department within a police force that deals with complaints and conduct matters.
Refers to lower-level misconduct or performance-related issues, which are dealt with in a proportionate and constructive manner.
This means doing what is appropriate in the circumstances, taking into account the facts and the context in which the complaint has been raised, within the framework of legislation and guidance.
The average is calculated using the individual results of the forces in that most similar force group.
An investigation carried out by IOPC staff.
Carried out by the police under their own direction and control. The IOPC sets the terms of reference and receives the investigation report when it is complete. Complainants have a right of appeal following a supervised investigation (unless it is an investigation into a direction and control matter).
This act sets out how the police complaints system operates.
How a police force is run, for example policing standards or policing policy.
An investigation carried out by the police under the direction and control of the IOPC.
The organisation that is responsible for assessing how to deal with a complaint. For example – whether it can be handled locally or reaches the criteria for referral to the IOPC. The appropriate authority may be the chief officer of the police force or the PCC for the force. If a complaint investigation finds that someone has a case to answer for misconduct, the appropriate authority is responsible for arranging any misconduct proceedings. If you make a complaint, the appropriate authority for your case will contact you.
An intelligence-led agency with law enforcement powers, it is also responsible for reducing the harm that is caused to people and communities by serious organised crime.
Policing bodies include police and crime commissioners, the Common Council for the City of London, or the Mayor's Office for Policing and Crime.
Investigations carried out entirely by the police. Complainants have a right of appeal following a local investigation (unless it is an investigation into a direction and control matter).
IOPC guidance to the police service and police authorities on the handling of complaints.
A complaint or recordable conduct matter that doesn’t need to be referred to the IOPC, but where the seriousness or circumstances justifies referral.
Parameters within which an investigation is conducted.
A person is adversely affected if he or she suffers any form of loss or damage, distress or inconvenience, if he or she is put in danger or is otherwise unduly put at risk of being adversely affected.
This is where a manager deals with the way someone has behaved. It can include: showing the police officer or member of staff how their behaviour fell short of expectations set out in the Standards of Professional Behaviour; identifying expectations for future conduct; or addressing any underlying causes of misconduct.
This could be the Police and Crime Commissioner, the Common Council for the City of London, or the Mayor's Office for Policing and Crime.
A flexible process for dealing with complaints that can be adapted to the needs of the complainant. It may involve, for example, providing information and an explanation, an apology, or a meeting between the complainant and the officer involved.
A flexible process for dealing with complaints that can be adapted to the needs of the complainant. It may involve, for example, providing information and an explanation, an apology, or a meeting between the complainant and the officer involved.
A breach of standards of professional behaviour by police officers or staff so serious it could justify their dismissal.
A matter where no complaint has been received, but where there is an indication that a person serving with the police may have committed a criminal offence or behaved in a manner that would justify disciplinary proceedings.
Disapplication means that a police force may handle a complaint in whatever way it thinks fit, including not dealing with it under complaints legislation. This may only happen in certain circumstances where the complaint fits one or more of the grounds for disapplication set out in law.
The ending of an ongoing investigation into a complaint, conduct matter or DSI matter. An investigation may only be discontinued if it meets one or more of the grounds for discontinuance set out in law.
Quarter 1 covers 1 April - 30 June Quarter 2 covers 1 April - 30 September Quarter 3 covers 1 April - 31 December Quarter 4 covers the full financial year (1 April - 31 March).
You can request a review/appeal if you’re not satisfied with how your complaint has been handled.
Used to house anyone who has been detained.
Complainants have the right to appeal to the IOPC if a police force did not record their complaint or notify the correct police force if it was made originally to the wrong force.
The purpose of an investigation is to establish the facts behind a complaint, conduct matter, or DSI matter and reach conclusions. An investigator looks into matters and produces a report that sets out and analyses the evidence. There are three types of investigations: local, directed and independent.
The ending of an ongoing investigation into a complaint, conduct matter or DSI matter. An investigation may only be discontinued if it meets one or more of the grounds for discontinuance set out in law.
The type of behaviour being complained about. A single complaint case can have one or many allegations attached.
A person who makes a complaint about the conduct of someone serving with the police.
The ending of an ongoing investigation into a complaint, conduct matter or DSI matter. An investigation may only be discontinued if it meets one or more of the grounds for discontinuance set out in law.
List of officers and staff who have been dismissed from policing, or would have been if they had not retired or resigned.
The type of behaviour being complained about. A single complaint case can have one or many allegations attached.
Disapplication means that a police force may handle a complaint in whatever way it thinks fit, including not dealing with it under complaints legislation. This may only happen in certain circumstances where the complaint fits one or more of the grounds for disapplication set out in law.
An independent judicial officer, the coroner enquires into deaths reported to him/her.
A breach of the Standards of Professional Behaviour that would justify at least a written warning.
No further action may be taken with regard to a complaint if the complainant decides to retract their allegation(s).
A record is made of a complaint, giving it formal status as a complaint under the Police Reform Act 2002.
This is a format where information is written in plain English and short sentences.
The IOPC must be notified about specific types of complaint or incidents to be able to decide how they should be dealt with.
No further action may be taken with regard to a complaint if the complainant decides to retract their allegation(s).
Casework involves assessing appeals. Casework staff also have a role in overseeing the police complaints system to help ensure police forces handle complaints in the best possible way.
Disapplication means that a police force may handle a complaint in whatever way it thinks fit, including not dealing with it under complaints legislation. This may only happen in certain circumstances where the complaint fits one or more of the grounds for disapplication set out in law.
Conduct includes acts, omissions, statements and decisions (whether actual, alleged or inferred). For example: language used and the manner or tone of communications.
You can request a review/appeal if you’re not satisfied with how your complaint has been handled.
You can request a review/appeal if you’re not satisfied with how your complaint has been handled.

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Preface First

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Content

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Operation Linden - Recommendations and responses

Contents

  1. 1. Recommendation 1: Up-to-date knowledge and skills
  2. 2. Recommendation 2: Incorporating 'survivor voices' into training
  3. 3. Recommendation 3: Use of Operation Linden elements in future training
  4. 4. Recommendation 4: Compliance of crime recording practice
  5. 5. Recommendation 5: Monitoring compliance with the Vicitims' Code
  6. 6. Recommendation 6: Regularly updating victims
  7. 7. Recommendation 7: Working arrangements with the ISVA service
  8. 8. Recommendation 8: Community engagement to build trust with police services
  9. 9. Recommendation 9: Reviewing legislative framework for victims of grooming and exploitation
  10. 10. Recommendation 10: Access to information for frontline officers
  11. 11. Recommendation 11: Progress in addressing issues in handling child sexual exploitation
  12. 12. Recommendation 12: Collaboration to identify issues and priorities
  13. 13. Recommendation 13: Working with partner agencies

 

1. Recommendation 1

The IOPC recommends South Yorkshire Police ensures knowledge and skills of those involved in CSE work are kept up to date as part of their continuous improvement cycle. This should include:

  • regular training to take into account staff turnover 
  • continuing professional development needs 
  • any emerging issues and new developments in best practice 

Response from South Yorkshire Police

South Yorkshire Police has been continuously working to develop and improve detective skills and training for a number of years. There is a national detective shortage and significant work is ongoing to encourage officers to join the detective career pathway.

The force has increased the number of SCAIDP (Specialist Child Abuse Investigation Development Programme) trained and accredited detectives in force. There has also been a real focus on investing in the support available for the development of detective skills through the crime training department. In 2018 / 2019 a detective training course was developed in conjunction with Sheffield University and delivered to police staff Investigating Officers, many of whom were posted to Protecting Vulnerable People (PVP) teams. In addition to SCAIDP, as part of its Rape and Serious Sexual Offences (RASSO) improvement plan, the force is planning to deliver the College of Policing SSAIDP (Specialist Sexual Assault Investigation Development Programme) training course to detectives involved in the investigation of rape and serious sexual offences. A detective skills audit has identified training needs going forward and there is also a timeline for the recruitment and training of detectives force wide. Crime Training and Accreditation for PVP teams is regularly monitored via the PVP Performance meeting.

The force has recently worked with the NSPCC, the College of Policing and the National Police Chief’s Council lead on child protection to develop a bespoke child protection training course called Child Matters. This is being delivered to all front-line police officers and police staff.

Crime training have delivered a number of Continuous Professional Development (CPD) training events over the last year including ones on RASSO investigation. These are delivered through Bitesize Training videos and a Wednesday Webinar. Bespoke CPD masterclass events for Child Sexual Exploitation (CSE) investigators are also planned for the first half of this year and will continue every 6 months thereafter. These will include presentations from Operation Hydrant on national best practice.

 

2. Recommendation 2

The IOPC recommends the College of Policing looks for further opportunities to incorporate the ‘voice of survivors’ in national training about CSE and provide guidance on how the ‘voice of survivors’ can be incorporated into local training by forces.

Response from the College of Policing

The College seeks to involve the voice of victims in all relevant training. For example, our vulnerability training is based on the testimony of nine people who were vulnerable and suffered harm as a result of those vulnerabilities. Similarly, our DA Matters training uses testimony from victims, has been evaluated and is a highly regarded domestic abuse training product.

The College does not deliver all CSE related training. For recruit training the College sets the learning standards and these are delivered by forces in collaboration with higher education institutions, using locally developed content. The same is true for our ‘Professionalising Investigations Programme’, which sets the pathway for police officers and staff to develop their investigative skills. The College sets the standards and delivery is undertaken by forces, using locally developed content.

Our Serious Child Abuse Investigator Development Programme (SCAIDP) is designed to upskill police officers and staff. NSPCC and Barnardo’s were involved in development of the course to ensure the voices of victims were heard. The course is delivered locally and the specification that forces should follow indicates that local organisations and case studies should be used to make content as relevant as possible to learners.

We are aware of many adult survivors of child sexual abuse who work with forces to make sure their training has as much impact as possible.

The SCAIDP course specification already states that forces should consider how to bring in the voice of victims. We are currently reviewing content of SCAIDP and will explore the opportunity to emphasise even more that the voice of victims is essential to the course.

 

3. Recommendation 3

The IOPC recommends the College of Policing looks for opportunities to use any elements of Operation Linden in future training (for example case studies).

Response from the College of Policing

It is usual practice for the College to draw on learning from reviews and reports, even when there are not specific recommendations.

As part of the current review, we will include learning points from the Operation Linden report.

 

4. Recommendation 4

The IOPC recommends South Yorkshire Police takes steps to ensure that crime recording practice in its public protection departments is compliant with the Home Office Counting Rules for Recorded Crime.

Response from South Yorkshire Police

Crime Data Accuracy (CDA) is a high priority for the force and performance is monitored through regular Gold group meetings chaired by the Assistant Chief Constable (Crime). In the 2018 inspection on CDA, Her Majesty’s Inspectorate of Constabulary Fire and Rescue Services (HMICFRS) found that the force performance on the recording of rape was a high 95% compliance rate. The report highlighted this as being a ‘credit to the force’.

South Yorkshire Police continues to develop and improve its CDA compliance and recent work in this area includes a peer review by the Force Crime Registrar from West Yorkshire Police, significant audit work around PVP teams and Local referral Units and targeted training and internal communications designed to address identified areas for improvement. In the most recent CDA audit on recorded crimes for Protecting Vulnerable People, a 95% compliance rate was achieved which would put the force in the ‘good’ category. Development work is also ongoing with the Force Control Room and Force Crime Bureau and the CDA Hub to ensure that all crimes (including CSE) are recorded accurately and in a timely manner in accordance with the Home Office Counting rules. Crime Data Accuracy performance is monitored through the CDA Gold Group, Force Performance Days and Quarterly Performance Reviews and forms an integral part of our Qualitative Auditing and Thematic Testing work.

 

5. Recommendation 5

The IOPC recommends that South Yorkshire Police ensure they have a way of effectively monitoring compliance with the Victims’ Code. This should include the quality of interactions between itself and others and not just a ‘tick box exercise’ of the various entitlements being made available.

Response from South Yorkshire Police

The force has an Assistant Chief Constable executive lead on victim care and a Chief Superintendent thematic lead. Compliance with the Victims Code of Practice (VCOP) has been extensively promoted and is monitored by South Yorkshire Police through Force Performance Days and Quarterly Performance Reviews. The thematic lead for victim care chairs a strategic Complete Victim Care meeting with key departments, stakeholders and representatives from districts. This meeting maps the victim journey from initial contact right through to resolution and finalisation. The quality of interaction with victims is key to this meeting rather than merely complying with the requirements of the code. Regular online training events take place to promote and explain the requirements of the code of practice. Through this work the force is confident that it is complying with both the aims and the specific requirements of VCOP.

 

6. Recommendation 6

The IOPC recommends South Yorkshire Police take steps to ensure that victims are regularly updated, and at least once every 28 days, in line with expectations.

Response from South Yorkshire Police

The executive lead and thematic lead on victim care ensure that frequent VCOP audits take place and are planned into the Performance and Governance calendar. The QATT reviews (Quality Assurance Thematic Testing) features specific areas for VCOP compliance including regular meaningful victim updates that comply with and exceed the requirements laid down. These reviews are DI and DCI led, report into the Investigations Governance Group and Force Performance Days and are designed to ensure that the force provides a quality service to the public it serves.

 

7. Recommendation 7

The IOPC recommends South Yorkshire Police continues to work with the local ISVA service to improve their working arrangements. This should include:

  • a named point of contact at South Yorkshire Police for use by the ISVA service 
  • ensuring that SYP representatives who have contact with victims and survivors fully understand the ISVA service’s role and can explain this to others when needed  
  • agreement on how updates are provided to victims and survivors  
  • how the ISVA service could be involved in South Yorkshire Police training to help raise awareness about its role and responsibilities and how they can work together 

 

Response from South Yorkshire Police

South Yorkshire Police are working hard to enhance engagement with the ISVA (Independent Sexual Violence Advisor) service and collaborate with them to improve its service provision to victims.

The Rape and Serious Sexual Assault (RASSO) force lead is the single point of contact with the service managers within the ISVA services across all areas of South Yorkshire and regular contact is maintained. The ISVA managers attend the quarterly partnership RASSO Steering Group meeting which is aimed at improving standards and service provision.

South Yorkshire Police have recently established a specialist cadre of front-line officers who have received additional training on the initial response to rape and serious sexual offences reports. Three training events took place in December with further events planned for early 2022. Representatives from the ISVA service were keen to be involved in the training and on each training day, ISVAs delivered an input to attendees. This focussed on what the service could offer, the importance of initial and ongoing victim contact and regular liaison with the ISVA, particularly at key stages of the investigation. The inputs have been so well received that the long-term plan is to extend the training provision across the force to ensure that all staff understand the ISVA role and how they can assist in providing support to victims. Planned CPD events and supervisor training throughout 2022-23 will also be used to embed the role of the ISVA service.

The RASSO Force lead has recently refreshed the South Yorkshire Police RASSO delivery plan which incorporates planned surveys and victim feedback through ISVAs in order for the force to continuously improve our service to victims. The first survey has taken place throughout December and January 21 and we will use this feedback to enhance our service provision through training and CPD events and through scrutiny at local level with district RASSO Champions.

 

8. Recommendation 8

The IOPC recommends that during its mapping exercise South Yorkshire Police continues to engage with communities to strengthen and build trust and confidence in the police service to encourage a willingness to provide information/intelligence to help tackle local issues.  

Response from South Yorkshire Police

South Yorkshire Police has invested heavily in Neighbourhood policing and prides itself on its engagement with communities. The number of police officers and Police Community Support Officer posts specifically dedicated to Neighbourhood Policing has risen from 268 in 2017 to 450 now. The force has various means at its disposal to engage with communities with all Neighbourhood Policing Teams (NPT’s) having Facebook accounts, Instagram Twitter and Whatsapp as well as holding face to face community meetings. These sites are used to post activity, raise awareness of issues and to request the assistance of the community in tackling all crime including CSE. Districts have Youth Independent Advisory Groups that they run with Youth Services to engage with younger members of the community. All NPTs have monthly webchats where officers and staff can engage directly with the public. NPTs also conduct surveys which feed into local priorities. Each NPT maintains a profile on the community it serves.

Tackling CSE is a high priority for NPTs who work with Children’s Social Care and investigation teams to proactively tackle CSE and safeguard vulnerable children from exploitation. Intensive problem solving work is carried out with children who are frequently reported missing and reassurance patrols take place to protect vulnerable women in the night time economy as part of the force’s Violence Against Women and Girls (VAWG) action plan.

The force will build on this work and continue to raise awareness of CSE in the community conducting media campaigns that will encourage third party reporting of exploitation and suspicious activity.

 

9. Recommendation 9

The IOPC recommends that the Law Commission reviews the legislative framework around offences committed while a child or young person is being groomed or exploited to identify whether any changes to legislation would be appropriate to reduce the impact on their future life prospects. This should include both the availability of substantive defences and the potential to filter convictions which occurred in such circumstances during criminal records disclosure. 

Response from the Law Commission

We are going to treat your recommendation to us as a proposal for our next programme of law reform. It will be considered by Commissioners alongside the other proposals which have been submitted. We will be working on building the programme over the coming months and we hope it will be agreed within the first half of next year.

 

10. Recommendation 10

The IOPC recommends that the Chair and CEO of the Police Digital Service consider whether existing ICT solutions could be used differently or any changes to ICT (and any other supporting systems and protocols) are required to enable frontline officers to have more immediate access to relevant information from other forces to enable them to more effectively protect and safeguard vulnerable people. This should include working with the NPCC to encourage good practice across forces.  

Response from the Police Digital Service

We are grateful to the IOPC for the consideration of PDS in this recommendation and will work with our Board and NPCC and other stakeholders to progress this work.

 

11. Recommendation 11

The IOPC recommends South Yorkshire Police considers how it can assess and demonstrate the impact of action taken to address issues in handling child sexual exploitation. This should include how they understand whether actions have achieved the intended effect and considering how they inform the community of progress made to help improve public awareness and confidence.

Response from South Yorkshire Police

The force is constantly looking at ways in which it can improve the trust and confidence the public has in its ability to tackle Child Sexual Exploitation (CSE), rape and serious sexual offences. The most recent HMICFRS independent inspection assessed the force as ‘good’ at Protecting Vulnerable People (PVP). The force’s current PVP review will deliver improvements in the way the force investigates all serious sexual offences including rape and CSE and the current work ongoing to improve our response to rape has victim engagement and support as one of its key pillars.

The success of this work will be measured not only through the successful prosecutions secured as a result of these improvements but will also be assessed through our proactive preventative work and surveys with victims. These surveys will request feedback on how well victims have been dealt with by the force and the agencies supporting it. Victim feedback will be key to monitoring the success of our improvements and this feedback will be obtained directly and through the Police and Crime Commissioner’s (PCC’s) commissioned services such as Independent Sexual Violence Advisors.

The Head of Professional Standards is working collaboratively with the Office of the PCC to implement processes to identify and embed learning from all public complaints, including those relating to CSE.  Processes have also been implemented internally to ensure learning from such investigations and complaints is captured, recorded and actioned. This is reported directly into the Organisational Learning Board chaired by the Deputy Chief Constable.

The force is held to account via the PCC’s Public Accountability Board where it is periodically required to report specifically on CSE. This links directly with our delivery plan on Violence Against Women and Girls. The force media team run regular updates on CSE particularly relating to the successful prosecution of CSE perpetrators. Through a campaign called ‘Don’t be Exposed’, the force uses SnapChat to focus on parents of young people, warning them of the signs of exploitation. The force has a public facing web page on CSE: https://www.southyorks.police.uk/find-out/crime-prevention-advice/child-sexual-exploitation/ . This is regularly updated with news, advice and guidance for the public. The media team are planning a new campaign this year focussing on exploitation. A large part of this will be on CSE, highlighting early signs of CSE and CCE (Child Criminal Exploitation) encouraging the public to take action and make reports to police.

 

12. Recommendation 12

The IOPC recommends that the College of Policing and NPCC work together to explore the creation of a forum to identify the major issues for policing, agree priorities for learning and development at a national level and provide leadership, advice and support to police forces. It is anticipated that such a forum would involve as a minimum the College of Policing, NPCC, IOPC and HMICFRS. Such an approach would also need to take into account the need for individual chief officers to make their own decisions about priorities taking into account local context and issues. 

Response from the College of Policing and NPCC

The recommendation was discussed at the NPCC National Police Learning and Development Executive meeting on the 8 March 2022. The NPCC will lead coordination with the CoP, IOPC and HMICFRS to identify the major issues for policing, agree priorities for learning and development at a national level and provide leadership, advice, and support to police forces. The CoP has existing and established processes to address NPCC requests and priorities as they come in.

The NPCC Child Protection and Abuse Investigations (CPAI) working group has refreshed its structure and approach over the last six months. The working group intends to be a policing delivery group, and membership consists of Protecting Vulnerable People (PVP) incorporating the various leads within forces for vulnerability and regional leads from all forces, plus British Transport Police and armed forces policing. HMICFRS are represented and IOPC representation is sought.

DCC Critchley, as NPCC lead, has been working to identify perennial issues and key learning themes through dialogue and workshops. The CPAI working group aims to enable open discussion and debate, identify shared problems and risks, and share and develop promising or good practice in response to the threat of child abuse, including child sexual abuse and exploitation. Wider stakeholder insight is presented to the group on a quarterly basis, facilitated by a monthly stakeholder insight group.

Work is also in progress with HMIC to develop practitioner workshops to identify shared issues and agree priorities for learning and development at regional and local levels. The central point for dissemination of this work will be the CPAI working group.

The NPCC and CoP have regular discussions amongst those responsible for policing standards and evidence-based learning regarding child protection and abuse; and this includes the provision of jointly produced learning materials and, additions and revisions to the CoPs Authorised Professional Practice (APP).

Explanation of these actions serve to demonstrate the commitment of the NPCC and the CoP to effectively respond with consistency to Recommendation 12. The NPCC and the CoP place a high priority on supporting the IOPC to deliver its recommendations and we will continue to provide updates regarding progress.

 

13. Recommendation 13

The IOPC recommends that South Yorkshire Police continues to improve processes that enable SYP and partner agencies to better collaborate so that information that should be available and considered by everyone is effectively shared, understood and acted upon in a timely fashion. This will help to encourage good practice and enable any issues or misunderstandings about the process to be corrected quickly.

Response from South Yorkshire Police

South Yorkshire Police absolutely accept that during the period of the Operation Linden investigation (1997-2013), the processes for sharing information between partners, tracking activity, and feeding back, were ineffective. Today, that is manifestly not the case, and particularly in Rotherham the Evolve Team represents a comprehensive multi agency response to receiving, managing and acting upon intelligence. These processes have recently been the subject of an independent review commissioned through the Local Safeguarding Children’s Board. The Review Team described finding ‘evidence through police systems, process and its meetings structure of a robust and holistic framework that provides a cradle to grave approach, to not just intelligence management but also to how it monitors the standards of investigations.’

South Yorkshire Police has a culture of continuous improvement and encourages both internal and external challenge in order to achieve this. This recommendation is accepted in that context.

Rotherham has a weekly Child Exploitation Tactical Group (CETG) in place. This is an intelligence led meeting where Police and partners attend to review all new and ongoing intelligence submissions, with a view to identifying and understanding the risks and concerns, along with any safeguarding, evidential or disruption opportunities. Information is shared and actions and plans are identified to mitigate/eliminate risks or create further intelligence development avenues. Missing children deemed to be at risk of exploitation are also considered during this process. Partners who attend the CETG include – Police, Children’s Social Care, Health, Youth Offending Services, Barnardo’s, Local Authority CSE Teams, Housing, Licensing, ASB Officers.

All four Districts have a monthly Child Exploitation Subgroup Meeting, which falls out of the Local Safeguarding Children Partnerships. In Rotherham this is known as a Child Exploitation Delivery Group. Here strategic decisions are taken with regards to the delivery of child exploitation across the partnership, which are reported back to the LSCPB for sign off.

SYP and our partners have embedded and tested multi-agency processes for any child identified as being subjected to or at risk of exploitation, as per ‘Working Together to Safeguard Children 2018’. This can take the form of a multi-agency Section 47 (child at risk if significant harm) Strategy meeting, Child Protection Conference or referral to MACE – Multi-Agency Child Exploitation meeting. All four Local Authorities have Child Exploitation Teams which work closely with Police to identify, safeguard and support victims.

The primary mechanism for multi-agency oversight on cases involving Child Exploitation is the MACE process. This is a national framework and is embedded across all four Districts of South Yorkshire. All Districts hold a weekly MACE which is well attended by multi-agency professionals, including Education, Health, Social Care, Police, Probation, Youth Crime Prevention, Youth Offending Services and Psychological services.

Children most at risk of exploitation are referred into the MACE process, which includes children subjected to both CSE and/or CCE. Action relating to safeguarding, diversion, prevention, and additional support are outcomes from MACE, which is a victim focussed process. 

An act of parliament that provides the core framework of police powers to combat crime and provide codes of practice for the exercise of these powers.
Leads and manages the development of the police service in England, Wales and Northern Ireland.
The body that represents the interests of all police constables, sergeants, and inspectors.
Deals with someone’s inability or failure to perform to a satisfactory level, but without breaching the Standards of Professional Behaviour.
Focuses on putting an issue right and preventing it from happening again by encouraging those involved to reflect on their actions and learn. It is not a disciplinary process or a disciplinary outcome.
Department within a police force that deals with complaints and conduct matters.
Refers to lower-level misconduct or performance-related issues, which are dealt with in a proportionate and constructive manner.
This means doing what is appropriate in the circumstances, taking into account the facts and the context in which the complaint has been raised, within the framework of legislation and guidance.
The average is calculated using the individual results of the forces in that most similar force group.
An investigation carried out by IOPC staff.
Carried out by the police under their own direction and control. The IOPC sets the terms of reference and receives the investigation report when it is complete. Complainants have a right of appeal following a supervised investigation (unless it is an investigation into a direction and control matter).
This act sets out how the police complaints system operates.
How a police force is run, for example policing standards or policing policy.
An investigation carried out by the police under the direction and control of the IOPC.
The organisation that is responsible for assessing how to deal with a complaint. For example – whether it can be handled locally or reaches the criteria for referral to the IOPC. The appropriate authority may be the chief officer of the police force or the PCC for the force. If a complaint investigation finds that someone has a case to answer for misconduct, the appropriate authority is responsible for arranging any misconduct proceedings. If you make a complaint, the appropriate authority for your case will contact you.
An intelligence-led agency with law enforcement powers, it is also responsible for reducing the harm that is caused to people and communities by serious organised crime.
Policing bodies include police and crime commissioners, the Common Council for the City of London, or the Mayor's Office for Policing and Crime.
Investigations carried out entirely by the police. Complainants have a right of appeal following a local investigation (unless it is an investigation into a direction and control matter).
IOPC guidance to the police service and police authorities on the handling of complaints.
A complaint or recordable conduct matter that doesn’t need to be referred to the IOPC, but where the seriousness or circumstances justifies referral.
Parameters within which an investigation is conducted.
A person is adversely affected if he or she suffers any form of loss or damage, distress or inconvenience, if he or she is put in danger or is otherwise unduly put at risk of being adversely affected.
This is where a manager deals with the way someone has behaved. It can include: showing the police officer or member of staff how their behaviour fell short of expectations set out in the Standards of Professional Behaviour; identifying expectations for future conduct; or addressing any underlying causes of misconduct.
This could be the Police and Crime Commissioner, the Common Council for the City of London, or the Mayor's Office for Policing and Crime.
A flexible process for dealing with complaints that can be adapted to the needs of the complainant. It may involve, for example, providing information and an explanation, an apology, or a meeting between the complainant and the officer involved.
A flexible process for dealing with complaints that can be adapted to the needs of the complainant. It may involve, for example, providing information and an explanation, an apology, or a meeting between the complainant and the officer involved.
A breach of standards of professional behaviour by police officers or staff so serious it could justify their dismissal.
A matter where no complaint has been received, but where there is an indication that a person serving with the police may have committed a criminal offence or behaved in a manner that would justify disciplinary proceedings.
Disapplication means that a police force may handle a complaint in whatever way it thinks fit, including not dealing with it under complaints legislation. This may only happen in certain circumstances where the complaint fits one or more of the grounds for disapplication set out in law.
The ending of an ongoing investigation into a complaint, conduct matter or DSI matter. An investigation may only be discontinued if it meets one or more of the grounds for discontinuance set out in law.
Quarter 1 covers 1 April - 30 June Quarter 2 covers 1 April - 30 September Quarter 3 covers 1 April - 31 December Quarter 4 covers the full financial year (1 April - 31 March).
You can request a review/appeal if you’re not satisfied with how your complaint has been handled.
Used to house anyone who has been detained.
Complainants have the right to appeal to the IOPC if a police force did not record their complaint or notify the correct police force if it was made originally to the wrong force.
The purpose of an investigation is to establish the facts behind a complaint, conduct matter, or DSI matter and reach conclusions. An investigator looks into matters and produces a report that sets out and analyses the evidence. There are three types of investigations: local, directed and independent.
The ending of an ongoing investigation into a complaint, conduct matter or DSI matter. An investigation may only be discontinued if it meets one or more of the grounds for discontinuance set out in law.
The type of behaviour being complained about. A single complaint case can have one or many allegations attached.
A person who makes a complaint about the conduct of someone serving with the police.
The ending of an ongoing investigation into a complaint, conduct matter or DSI matter. An investigation may only be discontinued if it meets one or more of the grounds for discontinuance set out in law.
List of officers and staff who have been dismissed from policing, or would have been if they had not retired or resigned.
The type of behaviour being complained about. A single complaint case can have one or many allegations attached.
Disapplication means that a police force may handle a complaint in whatever way it thinks fit, including not dealing with it under complaints legislation. This may only happen in certain circumstances where the complaint fits one or more of the grounds for disapplication set out in law.
An independent judicial officer, the coroner enquires into deaths reported to him/her.
A breach of the Standards of Professional Behaviour that would justify at least a written warning.
No further action may be taken with regard to a complaint if the complainant decides to retract their allegation(s).
A record is made of a complaint, giving it formal status as a complaint under the Police Reform Act 2002.
This is a format where information is written in plain English and short sentences.
The IOPC must be notified about specific types of complaint or incidents to be able to decide how they should be dealt with.
No further action may be taken with regard to a complaint if the complainant decides to retract their allegation(s).
Casework involves assessing appeals. Casework staff also have a role in overseeing the police complaints system to help ensure police forces handle complaints in the best possible way.
Disapplication means that a police force may handle a complaint in whatever way it thinks fit, including not dealing with it under complaints legislation. This may only happen in certain circumstances where the complaint fits one or more of the grounds for disapplication set out in law.
Conduct includes acts, omissions, statements and decisions (whether actual, alleged or inferred). For example: language used and the manner or tone of communications.
You can request a review/appeal if you’re not satisfied with how your complaint has been handled.
You can request a review/appeal if you’re not satisfied with how your complaint has been handled.

Latest news

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Key areas of work

Some areas of policing are particularly important to learn from. Read more about our research and the investigations we do that help provide a unique insight into policing of these areas.

An act of parliament that provides the core framework of police powers to combat crime and provide codes of practice for the exercise of these powers.
Leads and manages the development of the police service in England, Wales and Northern Ireland.
The body that represents the interests of all police constables, sergeants, and inspectors.
Deals with someone’s inability or failure to perform to a satisfactory level, but without breaching the Standards of Professional Behaviour.
Focuses on putting an issue right and preventing it from happening again by encouraging those involved to reflect on their actions and learn. It is not a disciplinary process or a disciplinary outcome.
Department within a police force that deals with complaints and conduct matters.
Refers to lower-level misconduct or performance-related issues, which are dealt with in a proportionate and constructive manner.
This means doing what is appropriate in the circumstances, taking into account the facts and the context in which the complaint has been raised, within the framework of legislation and guidance.
The average is calculated using the individual results of the forces in that most similar force group.
An investigation carried out by IOPC staff.
Carried out by the police under their own direction and control. The IOPC sets the terms of reference and receives the investigation report when it is complete. Complainants have a right of appeal following a supervised investigation (unless it is an investigation into a direction and control matter).
This act sets out how the police complaints system operates.
How a police force is run, for example policing standards or policing policy.
An investigation carried out by the police under the direction and control of the IOPC.
The organisation that is responsible for assessing how to deal with a complaint. For example – whether it can be handled locally or reaches the criteria for referral to the IOPC. The appropriate authority may be the chief officer of the police force or the PCC for the force. If a complaint investigation finds that someone has a case to answer for misconduct, the appropriate authority is responsible for arranging any misconduct proceedings. If you make a complaint, the appropriate authority for your case will contact you.
An intelligence-led agency with law enforcement powers, it is also responsible for reducing the harm that is caused to people and communities by serious organised crime.
Policing bodies include police and crime commissioners, the Common Council for the City of London, or the Mayor's Office for Policing and Crime.
Investigations carried out entirely by the police. Complainants have a right of appeal following a local investigation (unless it is an investigation into a direction and control matter).
IOPC guidance to the police service and police authorities on the handling of complaints.
A complaint or recordable conduct matter that doesn’t need to be referred to the IOPC, but where the seriousness or circumstances justifies referral.
Parameters within which an investigation is conducted.
A person is adversely affected if he or she suffers any form of loss or damage, distress or inconvenience, if he or she is put in danger or is otherwise unduly put at risk of being adversely affected.
This is where a manager deals with the way someone has behaved. It can include: showing the police officer or member of staff how their behaviour fell short of expectations set out in the Standards of Professional Behaviour; identifying expectations for future conduct; or addressing any underlying causes of misconduct.
This could be the Police and Crime Commissioner, the Common Council for the City of London, or the Mayor's Office for Policing and Crime.
A flexible process for dealing with complaints that can be adapted to the needs of the complainant. It may involve, for example, providing information and an explanation, an apology, or a meeting between the complainant and the officer involved.
A flexible process for dealing with complaints that can be adapted to the needs of the complainant. It may involve, for example, providing information and an explanation, an apology, or a meeting between the complainant and the officer involved.
A breach of standards of professional behaviour by police officers or staff so serious it could justify their dismissal.
A matter where no complaint has been received, but where there is an indication that a person serving with the police may have committed a criminal offence or behaved in a manner that would justify disciplinary proceedings.
Disapplication means that a police force may handle a complaint in whatever way it thinks fit, including not dealing with it under complaints legislation. This may only happen in certain circumstances where the complaint fits one or more of the grounds for disapplication set out in law.
The ending of an ongoing investigation into a complaint, conduct matter or DSI matter. An investigation may only be discontinued if it meets one or more of the grounds for discontinuance set out in law.
Quarter 1 covers 1 April - 30 June Quarter 2 covers 1 April - 30 September Quarter 3 covers 1 April - 31 December Quarter 4 covers the full financial year (1 April - 31 March).
You can request a review/appeal if you’re not satisfied with how your complaint has been handled.
Used to house anyone who has been detained.
Complainants have the right to appeal to the IOPC if a police force did not record their complaint or notify the correct police force if it was made originally to the wrong force.
The purpose of an investigation is to establish the facts behind a complaint, conduct matter, or DSI matter and reach conclusions. An investigator looks into matters and produces a report that sets out and analyses the evidence. There are three types of investigations: local, directed and independent.
The ending of an ongoing investigation into a complaint, conduct matter or DSI matter. An investigation may only be discontinued if it meets one or more of the grounds for discontinuance set out in law.
The type of behaviour being complained about. A single complaint case can have one or many allegations attached.
A person who makes a complaint about the conduct of someone serving with the police.
The ending of an ongoing investigation into a complaint, conduct matter or DSI matter. An investigation may only be discontinued if it meets one or more of the grounds for discontinuance set out in law.
List of officers and staff who have been dismissed from policing, or would have been if they had not retired or resigned.
The type of behaviour being complained about. A single complaint case can have one or many allegations attached.
Disapplication means that a police force may handle a complaint in whatever way it thinks fit, including not dealing with it under complaints legislation. This may only happen in certain circumstances where the complaint fits one or more of the grounds for disapplication set out in law.
An independent judicial officer, the coroner enquires into deaths reported to him/her.
A breach of the Standards of Professional Behaviour that would justify at least a written warning.
No further action may be taken with regard to a complaint if the complainant decides to retract their allegation(s).
A record is made of a complaint, giving it formal status as a complaint under the Police Reform Act 2002.
This is a format where information is written in plain English and short sentences.
The IOPC must be notified about specific types of complaint or incidents to be able to decide how they should be dealt with.
No further action may be taken with regard to a complaint if the complainant decides to retract their allegation(s).
Casework involves assessing appeals. Casework staff also have a role in overseeing the police complaints system to help ensure police forces handle complaints in the best possible way.
Disapplication means that a police force may handle a complaint in whatever way it thinks fit, including not dealing with it under complaints legislation. This may only happen in certain circumstances where the complaint fits one or more of the grounds for disapplication set out in law.
Conduct includes acts, omissions, statements and decisions (whether actual, alleged or inferred). For example: language used and the manner or tone of communications.
You can request a review/appeal if you’re not satisfied with how your complaint has been handled.
You can request a review/appeal if you’re not satisfied with how your complaint has been handled.
Key areas
What we investigate

We investigate the most serious and sensitive incidents and allegations involving the police. Find out more about what happens during an IOPC investigation and the different possible outcomes.

An act of parliament that provides the core framework of police powers to combat crime and provide codes of practice for the exercise of these powers.
Leads and manages the development of the police service in England, Wales and Northern Ireland.
The body that represents the interests of all police constables, sergeants, and inspectors.
Deals with someone’s inability or failure to perform to a satisfactory level, but without breaching the Standards of Professional Behaviour.
Focuses on putting an issue right and preventing it from happening again by encouraging those involved to reflect on their actions and learn. It is not a disciplinary process or a disciplinary outcome.
Department within a police force that deals with complaints and conduct matters.
Refers to lower-level misconduct or performance-related issues, which are dealt with in a proportionate and constructive manner.
This means doing what is appropriate in the circumstances, taking into account the facts and the context in which the complaint has been raised, within the framework of legislation and guidance.
The average is calculated using the individual results of the forces in that most similar force group.
An investigation carried out by IOPC staff.
Carried out by the police under their own direction and control. The IOPC sets the terms of reference and receives the investigation report when it is complete. Complainants have a right of appeal following a supervised investigation (unless it is an investigation into a direction and control matter).
This act sets out how the police complaints system operates.
How a police force is run, for example policing standards or policing policy.
An investigation carried out by the police under the direction and control of the IOPC.
The organisation that is responsible for assessing how to deal with a complaint. For example – whether it can be handled locally or reaches the criteria for referral to the IOPC. The appropriate authority may be the chief officer of the police force or the PCC for the force. If a complaint investigation finds that someone has a case to answer for misconduct, the appropriate authority is responsible for arranging any misconduct proceedings. If you make a complaint, the appropriate authority for your case will contact you.
An intelligence-led agency with law enforcement powers, it is also responsible for reducing the harm that is caused to people and communities by serious organised crime.
Policing bodies include police and crime commissioners, the Common Council for the City of London, or the Mayor's Office for Policing and Crime.
Investigations carried out entirely by the police. Complainants have a right of appeal following a local investigation (unless it is an investigation into a direction and control matter).
IOPC guidance to the police service and police authorities on the handling of complaints.
A complaint or recordable conduct matter that doesn’t need to be referred to the IOPC, but where the seriousness or circumstances justifies referral.
Parameters within which an investigation is conducted.
A person is adversely affected if he or she suffers any form of loss or damage, distress or inconvenience, if he or she is put in danger or is otherwise unduly put at risk of being adversely affected.
This is where a manager deals with the way someone has behaved. It can include: showing the police officer or member of staff how their behaviour fell short of expectations set out in the Standards of Professional Behaviour; identifying expectations for future conduct; or addressing any underlying causes of misconduct.
This could be the Police and Crime Commissioner, the Common Council for the City of London, or the Mayor's Office for Policing and Crime.
A flexible process for dealing with complaints that can be adapted to the needs of the complainant. It may involve, for example, providing information and an explanation, an apology, or a meeting between the complainant and the officer involved.
A flexible process for dealing with complaints that can be adapted to the needs of the complainant. It may involve, for example, providing information and an explanation, an apology, or a meeting between the complainant and the officer involved.
A breach of standards of professional behaviour by police officers or staff so serious it could justify their dismissal.
A matter where no complaint has been received, but where there is an indication that a person serving with the police may have committed a criminal offence or behaved in a manner that would justify disciplinary proceedings.
Disapplication means that a police force may handle a complaint in whatever way it thinks fit, including not dealing with it under complaints legislation. This may only happen in certain circumstances where the complaint fits one or more of the grounds for disapplication set out in law.
The ending of an ongoing investigation into a complaint, conduct matter or DSI matter. An investigation may only be discontinued if it meets one or more of the grounds for discontinuance set out in law.
Quarter 1 covers 1 April - 30 June Quarter 2 covers 1 April - 30 September Quarter 3 covers 1 April - 31 December Quarter 4 covers the full financial year (1 April - 31 March).
You can request a review/appeal if you’re not satisfied with how your complaint has been handled.
Used to house anyone who has been detained.
Complainants have the right to appeal to the IOPC if a police force did not record their complaint or notify the correct police force if it was made originally to the wrong force.
The purpose of an investigation is to establish the facts behind a complaint, conduct matter, or DSI matter and reach conclusions. An investigator looks into matters and produces a report that sets out and analyses the evidence. There are three types of investigations: local, directed and independent.
The ending of an ongoing investigation into a complaint, conduct matter or DSI matter. An investigation may only be discontinued if it meets one or more of the grounds for discontinuance set out in law.
The type of behaviour being complained about. A single complaint case can have one or many allegations attached.
A person who makes a complaint about the conduct of someone serving with the police.
The ending of an ongoing investigation into a complaint, conduct matter or DSI matter. An investigation may only be discontinued if it meets one or more of the grounds for discontinuance set out in law.
List of officers and staff who have been dismissed from policing, or would have been if they had not retired or resigned.
The type of behaviour being complained about. A single complaint case can have one or many allegations attached.
Disapplication means that a police force may handle a complaint in whatever way it thinks fit, including not dealing with it under complaints legislation. This may only happen in certain circumstances where the complaint fits one or more of the grounds for disapplication set out in law.
An independent judicial officer, the coroner enquires into deaths reported to him/her.
A breach of the Standards of Professional Behaviour that would justify at least a written warning.
No further action may be taken with regard to a complaint if the complainant decides to retract their allegation(s).
A record is made of a complaint, giving it formal status as a complaint under the Police Reform Act 2002.
This is a format where information is written in plain English and short sentences.
The IOPC must be notified about specific types of complaint or incidents to be able to decide how they should be dealt with.
No further action may be taken with regard to a complaint if the complainant decides to retract their allegation(s).
Casework involves assessing appeals. Casework staff also have a role in overseeing the police complaints system to help ensure police forces handle complaints in the best possible way.
Disapplication means that a police force may handle a complaint in whatever way it thinks fit, including not dealing with it under complaints legislation. This may only happen in certain circumstances where the complaint fits one or more of the grounds for disapplication set out in law.
Conduct includes acts, omissions, statements and decisions (whether actual, alleged or inferred). For example: language used and the manner or tone of communications.
You can request a review/appeal if you’re not satisfied with how your complaint has been handled.
You can request a review/appeal if you’re not satisfied with how your complaint has been handled.
Investigations

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