Making a Complaint

Making a complaint

It is important to note that the Police and Crime Commissioner is only responsible for investigating complaints against:

• The Chief Constable
• Members of the Commissioner’s Team

For more information on how to make a complaint, please choose the appropriate option:

Making a complaint against South Wales Police – Police Service, Officer, Staff etc.

In the context of the police complaints system, the law describes a complaint as any expression of dissatisfaction with a police force that is expressed by or on behalf of a member of the public.

Complaints may, for example, be about the service provided or even a decision or policing policy. However, a complaint can also be made about the conduct of any person serving with the police, i.e. a police officer, police staff member, special constable, designated volunteer or a person contracted to provide services to a chief officer.

To make a complaint against South Wales Police, you can:

• Click here to complete South Wales Police’s complaints form
• Visit a police station
• Call 101

When this office receives a complaint or expression of dissatisfaction about South Wales Police, its officers or staff, we will refer the matter to South Wales Police for consideration.

If you have a concern about the way South Wales Police has handled your personal information or you have an issue accessing information from them, you can report it to the Information Commissioner’s Office.

Making a complaint against the Chief Constable of South Wales Police

The Police and Crime Commissioner is responsible for investigating complaints against the Chief Constable of South Wales Police.

If you feel that the Chief Constable of South Wales Police has conducted himself/herself in a manner that falls below the standards that a reasonable person would expect, you have the right to make a complaint.

You can make a complaint against the Chief Constable by completing the Complaint Against the Chief Constable Form, available at the bottom of this page.

Upon receipt of a complaint against the Chief Constable, the Police and Crime Commissioner for South Wales will, in accordance with the Statutory Guidance produced by the Independent Office for Police Conduct, decide whether to record it within ten working days and notify you accordingly.  The South Wales Police and Crime Commissioner takes all complaints seriously and will endeavour to keep you fully informed of the progress of your complaint at each stage of the complaints process.

Please return the completed form to:

Police and Crime Commissioner for South Wales
Police Headquarters
Cowbridge Road
Bridgend
CF31 3SU

Email: commissioner@south-wales.police.uk

Equality and Diversity

You will note that the final section of the Complaints Form includes questions surrounding equality and diversity.  Whilst completion of this section of the form is not mandatory, we ask you to provide the information required as it allows us to monitor the profile of complainants and identify trends that may be important.

This information will be treated confidentially and will not be associated with your personal complaint or used by anyone handling your complaint.

You may also wish to refer to our Complaints Policy, which can also be found at the bottom of this page.

Making a complaint against the Commissioner or Deputy Police and Crime Commissioner for South Wales

The Police and Crime Panel is responsible for considering complaints against the Police and Crime Commissioner (and the Deputy Commissioner). The Panel will deal with any low-level complaints against the Commissioner or their Deputy; with any serious problems referred to the Independent Office for Police Conduct (IOPC).

If you have a complaint relating to the conduct or behaviour of the Police and Crime Commissioner for South Wales or the Deputy Police and Crime Commissioner for South Wales, please make your complaint in writing to:

Email – swpcp@merthyr.gov.uk

You can find more information by clicking here or telephone – 01685 725000.

The Commissioner has a duty to detail the number of complaints or conduct issues that have been brought to their attention by the Police and Crime Panel, these can be found in the resources and publications section.

Making a complaint against the Police and Crime Commissioner's Team

The Police and Crime Commissioner is responsible for investigating complaints against members of their team.

If you feel that you have been treated unfairly by a team member or consider that the team member has conducted themselves in a manner that falls below the standards that a reasonable person would expect, you have the right to make a complaint.

Please complete the Complaint Against Commissioner’s Team Form and return by post or email:

Police and Crime Commissioner for South Wales
Police Headquarters
Cowbridge Road
Bridgend
CF31 3SU

Email: commissioner@south-wales.police.uk 

The Commissioner will keep you fully informed of the progress of your complaint at each stage of the complaints process.

Equality and Diversity

You will note that the final section of the Complaints Form includes questions surrounding equality and diversity.  Whilst completion of this section of the form is not mandatory, we ask you to provide the information required as it allows us to monitor the profile of complainants and identify trends that may be important.

This information will be treated confidentially and will not be associated with your personal complaint or used by anyone handling your complaint.

You may also wish to refer to our Complaints Policy which can also be found at the bottom of this page.

Making a complaint against the Police and Crime Panel

For details on how to make a complaint against the Police & Crime Panel, please Click Here.

Making a complaint about a community issue such as parking or anti-social behaviour

If you wish to complain about a community issue such as parking or anti-social behaviour, please call 101. You can also report antisocial behaviour on South Wales Police’s website, details can be found in our help & support section.

Making a complaint in relation to our Welsh language service or adherence to the Welsh Language Standards

Under the Welsh Language Standards policy, a complaint can be made by any person that feels that the Police and Crime Commissioner for South Wales, or any of their staff, has breached their obligations under the Welsh Language (Wales) Measure 2011.

The Police and Crime Commissioner is not responsible for complaints regarding the non-compliance of South Wales Police officers or staff with the Welsh Language (Wales) Measure 2011. This remains the responsibility of the Chief Constable of South Wales Police.

You may complain to the Police and Crime Commissioner regarding non-compliance with the Welsh Language Standards if you feel that any of the following has occurred:

1. You feel that the Police and Crime Commissioner, or a member of their team, has failed to comply with one of the Welsh Language Standards on an organisational level (for example, in a policy or through implementation of a project).
2. You feel that the Police and Crime Commissioner, or their team, has failed to implement the Welsh Language Scheme properly or in a timely manner, or has failed to correct mistakes made in the implementation of the Scheme.
3. If you feel that someone has interfered with your freedom to use the Welsh Language.

Complaints must be made to the Police and Crime Commissioner for South Wales at the following address:

Ty Morgannwg
South Wales Police Headquarters
Cowbridge Road
Bridgend
CF31 3SU

Telephone: 01656 869366
E-mail: commissioner@south-wales.police.uk

Further information on our Welsh Language Standards is available in our resource and publication area.

Say thanks for a good service

We always like to hear when things have gone well.  If you would like to say thank you for a good service from the Commissioner’s team, please click here to contact us.