The Surrey Police and Crime Panel has a responsibility to informally resolve non-criminal complaints about the conduct of the Police and Crime Commissioner for Surrey (and Deputy Police and Crime Commissioner), as well as criminal complaints or conduct matters that are referred back to it by the Independent Office for Police Conduct (IOPC).
How to complain
If you have a complaint relating to the conduct of the Police and Crime Commissioner, you should in the first instance contact:
- Address: The Chief Executive, Office of the Police and Crime Commissioner, PO Box 412, Guildford, Surrey, GU3 1YJ
- Tel: 01483 630 200
- Email: SurreyPCC@surrey.pnn.police.uk
The Complaints Process
The Panel has agreed that all complaints will initially be dealt with by the Chief Executive of the PCC's Office. With the exception of when the complaint is already being dealt with through criminal proceedings, the Chief Executive will be responsible for receiving, logging and forwarding complaints to the most appropriate body.
The Panel can only consider complaints in relation to the Commissioner (and Deputy Police and Crime Commissioner). For non-criminal complaints that fall outside of this remit, the Chief Executive will forwarded the matter on to the most appropriate body.
When it receives a complaint, the Panel will arrange for a meeting of its Complaints Sub-committee, normally within four weeks. The Panel will write to both the complainant and the person complained about, setting out timescales and providing details of the informal resolution procedure. The Panel will also invite both sides to submit comments in support of their case.
At its meeting, the Complaints Sub-committee will consider the information submitted and determine the most suitable course of action to assist with the informal resolution of the complaint.
This may include:
- Writing a letter of explanation to the complainant
- Requesting that the PCC or one of his or her staff write a letter of explanation to the complainant
- Suggesting a change in policy
- Requesting that the person complained about issue an apology
With the exception of inviting comments from both the complainant and the person complained about, and inviting the latter to attend its meeting to answer questions, neither the Panel nor the Complaints Sub-committee is authorised to conduct an investigation.
Once a decision has been made, the Complaints Sub-Committee will notify those involved usually within 5 working days of the meeting. The Panel will be provided with an update on all complaints dealt with by the Complaints Sub-committee on a quarterly basis.
The Surrey Police and Crime Panel's Complaints Protocol and Complaints Handling Flowchart can be accessed below.
Complaints about the Police and Crime Panel
Any complaints about the Surrey Police and Crime Panel should be referred to the Local Government and Social Care Ombudsman:
Published Complaints Findings - 2022
- Letter of Outcome to the Surrey Police and Crime Commissioner - 8 March 2022 (available at the bottom of the page under "Files available to download")
Files available to download
- Surrey Police and Crime Panel Complaints Sub-Committee Protocol 2021 (PDF)
The Protocol sets out the complaints handling procedure for complaints made against the Surrey Police and Crime Commissioner or their Deputy, as followed by the Surrey Police and Crime Panel's Complaints Sub-Committee.
- Surrey Police and Crime Panel Complaints Sub-Committee Protocol Flowchart 2021 (PDF)
The Flowchart accompanies the Complaints Protocol and sets out how complaints will be handled by the most appropriate body, concerning complaints made against the Surrey Police and Crime Commissioner or their Deputy, as followed by the Surrey Police and Crime Panel's Complaints Sub-Committee.
- Outcome letter to Surrey Police and Crime Commissioner - Complaint 0039 (PDF)
A letter detailing the outcome of the complaint PCP 0039 as sent to the Surrey Police and Crime Commissioner.