Complaints About the Police

Complaints assessed as being suitable for divisional resolution will be dealt with at local level either at point of contact or by a Sergeant or Inspector appointed as the enquiry officer by the Divisional Commander/Head of Department from the area of policing involved. The enquiry officer will make direct contact with you which may be by telephone or in person. They may explain

• the complaints procedure and give you the opportunity to discuss your complaint.
• why the member of staff took a certain course of action.
• the range of powers available to the police.
• what investigations/actions that they are going to carry out.

Experience has shown that many people are unaware of the extent of police functions and responsibilities. By providing an explanation, reassurance, clarification or an apology where appropriate, it has been shown to be possible to conclude matters at an early stage in the process.

Upon conclusion of enquiries, you will receive a formal written response outlining

• The outcome of your complaint.
• An apology where appropriate.
• Any learning points or training needs identified which we will act upon to improve our service and minimise the chances of a recurrence.
• Any action(s) taken in terms of addressing conduct issues.

We aim to conclude these complaints within a maximum period of eight weeks where possible.

Complaints assessed as alleging serious misconduct (likely to require consideration of a misconduct hearing) or serious failures in policing services are not suitable for Local Resolution and will be referred to the Deputy Chief Constable for consideration. Where the DCC requires a full investigation an Investigating Officer unconnected with your case will be appointed. They will report their findings to the DCC who has a range of options to deal with conduct matters in terms of the Police (Conduct) (Scotland) Regulations 1996 and Support Staff Disciplinary Policy, as well as ensuring that learning outcomes are identified and actioned.

This may mean that a member of staff is made aware of your concerns and can be counselled, warned, given corrective advice or instructed to attend a misconduct/ disciplinary hearing. A hearing is chaired by a senior officer of at least Superintendent rank who has no connection to the subject of the complaint. If the chairperson decides the allegation is not substantiated, that concludes the investigation.

Whatever the outcome, you will receive a letter from the Deputy Chief Constable outlining the decisions made and how decisions were reached.

Any complaint that includes an allegation that infers criminal conduct on the part of any member of Dumfries and Galloway Constabulary cannot be resolved by explanation and must be reported to the Area Procurator Fiscal for consideration.