Compliments And Complaints
West Mercia Police is committed to providing a professional service at all times.
We value feedback – both positive and negative – as this helps us to identify the things we do well and any areas that we may need to improve.
Ways To Make A Compliment
If you feel you have received good service from any officer or member of staff employed by the force, please let us know. You can do this in a number of ways:
- Go to your local police station
- Phone us on 0300 333 3000 and provide details
- Write to your local police station
- Email [email protected]
In your compliment please include the details of the officer or police staff member and what the compliment relates to, providing the date and brief circumstances.
We will pass on any compliments to the individuals or departments concerned and may use your experience as best practice for all officers and staff.
If Things Have Gone Wrong
If you feel we have fallen short in our customer service we also want to know. You can make a complaint if you:
- Feel the conduct of a police officer or member of police staff employed by West Mercia Police towards you was inappropriate.
- Are distressed as a result of a friend or a relative being treated badly.
- Saw or heard inappropriate conduct take place, or have been adversely affected by the incident. Being adversely affected may include distress, inconvenience, loss or damage, or being put in danger or at risk. (This might apply, for example, to other people present at the incident or to the parent of a child, young person or friend of the person directly affected. It does not include someone distressed by watching an incident on television or reading about it in the media.)
- Are acting on behalf of any of the above, for example you are a member of an organisation given written permission by an individual to make a complaint on their behalf.
How Are Complaints Dealt With?
Less serious complaints may be dealt with through a process called local resolution at your local police station. This is a simple and quick way for you to say what happened, for us to find out why it happened, provide you with an explanation and offer an apology if appropriate.
More serious complaints may be recorded, investigated and resolved by our Professional Standards Department. The department is staffed by both police officers and police staff and is headed by a superintendent.
We will proportionately investigate all recorded complaints and misconduct relating to our officers and staff as well as any allegations of corrupt, dishonest or unethical behaviour.
If we do not believe a complaint should be recorded we will tell you. In this case you have the right of appeal to the West Mercia Appeals Panel.
Cases where a member of the public has died or been seriously injured following contact with the police are automatically referred to the IPCC. The IPCC will then decide how the case will be investigated. The IPCC can supervise or manage investigations, or in certain circumstances conduct independent investigations.
At the end of an investigation you will be told of the outcome of the enquiry. Possible outcomes include:
- There is not enough evidence to uphold your complaint. This does not mean that you haven't been believed, but that there is insufficient evidence to prove or disprove the allegation.
- Formal disciplinary or management action is taken against the officers or staff concerned.
- We may refer the case to the Crown Prosecution Service who will decide if there is enough evidence to bring criminal charges.
- If there are any learning points identified we will ensure these acted upon as appropriate to improve the level of service we provide and minimise the chances of a recurrence.
You have the right of appeal to the IPCC if you are dissatisfied with the outcome of an investigation or are unhappy with the way we have dealt with your complaint.
Ways To Make A Complaint
- Go to your local police station
- Phone us on 0300 333 3000 and ask for the Professional Standards Department
- Send an email to: [email protected]
- Write to us at: Professional Standards Department, West Mercia Police, Hindlip Hall, Worcester WR3 8SP
In your complaint you should include:
- When the incident happened
- What happened
- What was done
- What was said
- Whether there were any witnesses
- Where the witnesses can be contacted
- What proof exists of any damage or injury.
Alternatively you can click on the link below which will take you to the Independent Police Complaints Commission (IPCC) website which has further details and advice on how to make a complaint: www.ipcc.gov.uk
Appealing Against A Complaint Decision - Forms
If you are wishing to appeal against a complaint decision, please download and complete one of the forms below and return to the address stated on the form.
- Appealing against a decision to disapply
- Appealing against the outcome of a complaint after the decision to disapply
- Appealing against the decision to discontinue an investigation
- Appealing against the outcome of local resolution
- Appealing against the police investigation into your complaint
Further Information About The Complaints Process
The Independent Police Complaints Commision has produced a number of guides with more information about the complaints process, which are available to download below (PDF files - requires Adobe Reader to view):
- How do I make a complaint?
- How do I appeal against non-recording of my complaint?
- How do I appeal against a local resolution?
- How do I appeal about the outcome of a complaint after the decision to disapply?
- How do I appeal against police investigation of a complaint?
- Appeals - FAQs