Complaining about the police is very different from complaining about a faulty appliance or poor customer service. Police complaints often involve distressing experiences, strong emotions and, in some cases, concerns about personal safety or intimidation. You may not be seeking compensation at all, you may simply want accountability, an apology, or reassurance that the same thing will not happen again.

The important thing to remember is this: you have the right to complain, and you should not feel intimidated about doing so.

Do not be afraid to speak up

If your complaint involves excessive force, discrimination, abuse of authority, negligence or inappropriate conduct, you should not be discouraged from taking action. Police officers are subject to professional standards and there are formal systems in place to investigate misconduct.

Many people worry that making a complaint could lead to retaliation or that they will not be taken seriously. In reality, complaints against the police are common and there are independent bodies designed specifically to handle them fairly.

You can complain on someone else’s behalf

You do not have to be the direct victim to make a complaint.

You can:

• make a complaint yourself;
• authorise another person to complain for you;
• complain as a witness to misconduct affecting somebody else.

This can be especially important where a vulnerable person feels unable or too frightened to come forward themselves.

Know the standards police must follow

Before making a complaint, it is worth reading the police Code of Ethics and Standards of Professional Behaviour. These rules set out how officers are expected to conduct themselves and are available online.

The standards cover issues such as:

• honesty and integrity;
• use of force;
• authority and respect;
• equality and fairness;
• confidentiality and conduct.

Referring to a specific standard in your complaint can strengthen your case. For example, the code states that officers should treat people with “fairness, dignity and respect”.

Put your complaint in writing

Your complaint does not need to be lengthy or overly formal. A clear written account of what happened is usually enough.

Include as much detail as possible, including:

• dates and times;
• locations;
• names or badge numbers of officers involved;
• vehicle registration or police vehicle numbers;
• exactly what was said or done;
• names of any witnesses.

The sooner you make your complaint, the better. Complaints made promptly are often viewed as more credible and it is easier to gather evidence while events are still fresh.

Keep evidence wherever possible

If you have photographs, videos, medical records, screenshots, or written notes, keep them safe. If there were witnesses, ask them to write down what they saw while the incident is still fresh in their minds.

Small details can matter enormously later on.

Where to make your complaint

The main body responsible for overseeing serious police complaints in England and Wales is the Independent Office for Police Conduct (IOPC).

You can complain online via:

https://www.policeconduct.gov.uk

The website also contains useful guidance explaining how the complaints process works.

Should you complain directly to the police?

You can make a complaint directly at your local police station, but many people find this uncomfortable or intimidating. If you do choose this route, it may help to take a friend or relative with you for support.

You could also contact:

• your local MP;
• the Chief Constable of the relevant force;
• your Police and Crime Commissioner.

However, for more serious allegations, the IOPC is generally the most appropriate route.

What could happen after you complain?

The outcome will depend on the seriousness of the allegation.

Possible outcomes include:

• an apology or explanation;
• disciplinary action against the officer;
• changes to police procedures;
• criminal proceedings in serious cases.

In some situations, you may also consider bringing a civil claim for damages. However, legal action against the police can be expensive and complex. If you lose, you could be ordered to pay substantial legal costs.

Independent legal advice is strongly recommended before starting civil proceedings.

Making a complaint against the police can feel daunting, particularly if the incident was traumatic or involved abuse of power. However, police officers are accountable to the law and there are formal mechanisms in place to investigate misconduct.

If you believe you have been treated unfairly, it is important to document what happened, seek advice where necessary, and make your voice heard.