Recommendation - Thames Valley Police, February 2026

The IOPC recommends that Thames Valley Police (TVP) take steps to satisfy themselves that complaint handlers and investigating officers outside the Professional Standards Department (PSD) are being properly supported in their role. 

In doing so, TVP should review what training, guidance and support complaint handlers are receiving and whether there are any gaps or areas for improvement.

This follows an IOPC review of a report into a local investigation in which it was found that the report did not contain sufficient analysis or rationale to support the conclusions reached. 

It was also apparent that the Investigating Officer had failed to understand and apply relevant guidance to the handling of the complaint. This was detrimental to the case, including to the perception of the complainant. The issues identified in this case, were found to be present in at least one other IOPC review of a TVP case. 

It was also established that there is a variation of quality in the handling of complaints outside of PSD which could be attributed to complaint handlers and investigating officers not being sufficiently trained, equipped and/or supported in their role. It is hoped that this recommendation will enable complaint handlers to provide sufficient rationale for their decisions and apply the correct guidance, policies and processes during their work.

Accepted

1.    In April 2025 a new complaint handling process was introduced that was designed to make the process simpler for both complaint recorders and investigating officers. 

In April 2025, Professional Standards Department (PSD) implemented a revised complaint‑handling process designed to simplify procedures for Investigating Officers (IOs) and reduce unnecessary bureaucracy. This framework aimed to provide greater clarity, improve efficiency, and ensure consistent standards across all levels of complaint investigations. As with any new process, embedding this across the force takes time and a review of the process has taken place recently with new updated guidance about to be rolled out across the force during April 2026.

2. Training and Continuous Professional Development

PSD delivers structured training through several pathways:

• Inspectors training days: Dedicated inputs are provided to ensure Inspectors remain fully informed of the updated complaint‑handling processes and their supervisory responsibilities.
• Sergeant Supervising Investigations Course: Targeted training is delivered to Sergeants overseeing investigations, ensuring they understand the revised procedures and can confidently support IOs.
• Ad Hoc Training: PSD routinely accommodates requests for additional inputs from teams or individuals requiring further guidance.

These training provisions ensure that officer’s at all supervisory levels are equipped with the latest knowledge and best practice.

3. Enhanced Accessibility and Localised Support

To strengthen support across the organisation, all members of the Complaint Resolution Team act as Single Points of Contact (SPOCs) for designated areas of the force. Visibility across local areas will be increased to ensure IOs clearly understand who their SPOC is and can easily engage for advice or guidance.

PSD remains highly accessible, offering daily advice to officers seeking direction regarding complaint handling, outcomes, and decision‑making. All complaint handling guidance is accessible to all officers on the PSD Intranet pages and we also issue updates on guidance via the PSD Newsletter and Managers Briefing docs that go out.

4. Embedding Updated National Guidance

PSD will be delivering further training aimed at embedding the latest national guidance by relevant oversight bodies. This will ensure that investigation outcomes are aligned with current standards and reflect best practice across the sector.

5. Introduction of Structured Checklists

To support investigative quality and consistency, PSD has introduced structured checklists for IOs. These clearly set out the required steps prior to submission of any complaint outcome across:

• Informal complaint resolutions
• Outcome to be Informed (OTBI)
• Formal investigations

These checklists promote accuracy, ensure completeness, and support timely decision‑making.

6. Strengthening the Handling of Discrimination Complaints

Given the sensitivity and importance of discrimination-related complaints, PSD has issued a dedicated checklist aligned with the recently published IOPC Discrimination Guidance. This tool highlights the essential investigative elements required to ensure such cases are approached thoroughly, fairly, and in accordance with national expectations.

7. Introduction of Feedback and Quality‑Improvement Forms

Feedback forms have been developed to provide IOs with meaningful, structured feedback on their complaint handling and investigation outcomes. These forms highlight areas of good practice as well as opportunities for improvement, supporting ongoing professional development and enhancing the overall quality of complaint investigations.

In addition to individual feedback, the information captured through these forms are to be used to conduct data analysis and identify emerging themes or recurring issues. This analytical insight enables PSD to target specific areas for improvement and, where necessary, design and deliver additional training to address identified learning needs across the organisation.

Conclusion

PSD is committed to maintaining a transparent, supportive, and robust complaint‑handling environment. Through enhanced training, accessible guidance, local SPOC support, and structured procedural tools, the department strives to raise professional standards and deliver high‑quality outcomes in line with IOPC expectations.