Complaints procedure and reporting

Complaint procedure

It is important that the Office of the Police and Crime Commissioner (PCC) is an efficient and effective organisation. We are always appreciative of any complimentary comments when things have gone well. Equally, when we get something wrong, we also want to hear from you and we will apologise and try to put things right.

Whenever you come into contact with the Office of the Lancashire Police and Crime Commissioner, you have the right to expect a professional service that meets your needs. Should the level of service fall below expectations, you have the right to complain about:

  • The Commissioner’s Office itself, our policies or practice;
  • The Commissioner or Deputy Commissioner (more details below);
  • A Member of Staff of the Commissioner’s Office, including contractors; and
  • A Volunteer working on behalf of the Commissioner’s Office

Complaints about the PCC, the Deputy PCC, a member of staff or a volunteer of the Office of the PCC

If you wish to complain about the service you have received by the PCC or the Deputy PCC or by a member of staff at the Office of the PCC or the way in which the staff of the Office of the PCC have conducted themselves, please contact the Director. Complaints in respect of the Police and Crime Commissioner may need to be referred to the Police and Crime Panel but the Office will deal with that for you.

The Director
Office of the PCC for Lancashire
County Hall
Preston
PR1 0LD

If you wish to complain about the Director (Monitoring Officer), please contact the Police and Crime Commissioner at the same address or by email: commissioner@lancashire-pcc.gov.uk

What we will do

The Director will consider your complaint and will respond to you. We will try to resolve the complaint within 20 working days of the complaint being received. If we can’t do that, we will contact you to keep you updated on progress and to advise you when we expect to conclude the complaint. If your complaint is against the Director, the Commissioner will ask the Deputy Monitoring Officer or another officer to deal with this.

Complaints about the Conduct of the Chief Constable

The Police and Crime Commissioner is responsible for acting as the ‘appropriate authority’ in the recording and investigation of complaints and conduct matters against the Chief Constable. If you wish to make a complaint about the conduct of the Chief Constable, then please contact the Police and Crime Commissioner on the address set out above.

Complaints about a Police Officer from Lancashire Constabulary

From the 1 February 2020, the Police and Crime Commissioners took over the appeals function previously carried out by their forces PSDs (Professional Standards Departments) for low level complaints.

This means that the Police and Crime Commissioner cannot deal with complaints in respect of police officers at or below the rank of Deputy Chief Constable or of a police staff member. Nor can the Police and Crime Commissioner deal with complaints about the service you have received from Lancashire Constabulary.

In such cases, you will need to contact the Lancashire Constabulary Professional Standards Department.

01772 413777

HQ-ProfessionalStandards@lancashire.pnn.police.uk

Professional Standards Department
Police Headquarters
P O Box 77
Hutton
Preston
PR4 5SB

If you require any further information on how the office will conduct police complaint reviews, please see our information document.

 

Reporting in relation to complaints

The Elected Local Policing Bodies (Specified Information) (Amendment) Order 2021 was implemented in May 2021.

This Order provides that information relating to a police force’s performance against the Government’s published national priorities for policing, Her Majesty’s Inspectorate of Constabulary and Fire & Rescue Services (HMICFRS) performance reports on the force, and complaint handling must be published.

(a) the most recent— (i) quarterly data in relation to that police force; (ii) annual statistics report, published by the Independent Office for Police Conduct;

  1. a) the most recent

(i) quarterley data in relation to that police force: IOPC Complaints Statistics – Your Local Police Force

(ii) annual statistics report:  IOPC Complaints Statistics

published by the Independent Office for Police Conduct. (available via the above links)

(b) a report setting out—

(i)details of how the elected local policing body has fulfilled its duty under —

(aa) in the case of police and crime commissioners, section 1(8)(ca) of the 2011 Act (police and crime commissioners)(4) to hold the chief constable to account for the exercise of the chief constable’s functions under Part 2 of the Police Reform Act 2002(5) in relation to the handling of complaints;

Professional Standards Report presented to the PCC – 16 March 2021

Minutes of the Strategic Scrutiny Meeting – 16 March 2021

(ii) an assessment by the elected local policing body of its performance in exercising its functions under paragraph 30(1)(b) of Schedule 3 to the Police Reform Act 2002 (reviews: the relevant review body)(7);

We are currently awaiting Home Office Guidance as to what information is required. Further information will be published as soon as it is received.

(iii) where the elected local policing body has given notice to the chief officer of the police force maintained by the body under section 13A of the Police Reform Act 2002 (local policing bodies: functions in relation to complaints)(8) that it is to exercise certain functions of the chief officer in relation to complaints, an assessment by the body of its performance in exercising those functions.”.

This is not applicable to the Lancashire OPCC. Further information on the complaints reform decision can be found here.