Every member of South Wales Police knows the vital importance of providing the highest possible level of service to the public. It is the basis of all we do.
However, there may be an occasion where you feel that the conduct of a member of the police falls below the standard that can be expected. If this happens, you have the right to complain.
Unless there are exceptional circumstances, a complaint should be made within 12 months of the alleged incident.
Your complaint should include:
When / where it happened
What happened
Whether there were any independent witnesses and, if so, how or where they can be contacted
What proof exists of any damage or injury
How do I make a complaint?
You can follow any of these steps:-
- Go to any police station (it doesn’t have to be your local station) where an officer (usually an inspector or sergeant) will meet with you and talk to you about it
- Write a letter with a full account of the incident to the Professional Standards Department, South Wales Police Headquarters, Cowbridge Road, Bridgend, CF31 3SU.
- Email the Professional Standards Department at Professional.Standards@south-wales.pnn.police.uk
- Visit your local Citizen's Advice Bureau or other Gateway organisation (VALREC, Race Equality First, Swansea Bay Race Equality Council etc)
- Contact your solicitor or MP / Assembly Member
- Telephone the Independent Police Complaints Commission on 0845 300 2002
You can also ask someone to make your complaint on your behalf - provided they have authorisation from you in writing.
What will happen to my complaint?
The force will make an assessment of your complaint and will provide you with a recording decision as soon as possible.
How are complaints against South Wales Police personnel approached?
1. Local Resolution - Local Resolution is a flexible way to approach a complaint, and can only be used by agreement of the complainant. During a Local Resolution process the complainant and the appointed investigating officer will agree and sign up to an Action Plan, which is then carried out by the appointed officer. The officer subject of the complaint is invited to respond to the allegation against them. If the actions taken are to their satisfaction, the complainant will updated in order to complete the Local Resolution process, their issues having been put to the officers involved and the Action Plan finalised. The Professional Standards Department then writes to the complainant to confirm the process is completed and provide them a copy of the Action Plan and information around appealing against the process, if required.
2. PSD Investigation – in these cases Professional Standards Investigators are allocated to investigate complaints which are either unsuitable for Local Resolution or where Local Resolution has been declined.
The matter, once it has been investigated, is returned to the Professional Standards Department so that their report and recommendations can then be assessed. As with Local Resolution, the complainant is kept fully informed through-out the process at set intervals.
3. IPCC Investigation - some matters, due to a number of factors, warrant referral to the Independent Police Complaints Commission (IPCC). The IPCC then decides whether the investigation can be returned to PSD to be dealt with or whether the IPCC itself will conduct a Managed, Supervised or Independent investigation.
(IPCC Supervised Investigations are conducted by Police but supervised by the IPCC. IPCC Managed Investigations are conducted by the Police but under the direction and control of the IPCC. IPCC Independent Investigations are conducted by the IPCC's own investigators)
South Wales Police takes all issues seriously and strives to deliver the best possible service to the public.
If you require any further information please contact the Professional Standards Department on 01656-869406 or e-mail to the address shown above.