Compliments and Concerns

Feedback is important to us, both positive and negative, as this helps us to identify the things we do well, but equally it helps us to identify the areas where we need to improve.

Compliments recognise the positive impact officers and staff have on our communities. Once received these are followed up with the respective line management team.

Concerns help us to understand the issues that matter to you. We hope you don’t have cause to complain. However, if you do, we want to resolve it as quickly as possible for you.

What is your concern or compliment about?

There is a two-step process to complaint handling in Dyfed-Powys:

  • Step 1 - Low level concerns against policing services are received and managed by the Public Service Bureau.
  • Step 2 - More serious matters are referred to the police force’s formal complaints team. Formal complaints against the Chief Constable are dealt with by the PCC.

The Public Service Bureau is a jointly established team by the Chief Constable and Police and Crime Commissioner. The team receives, acknowledges, assesses and in most cases refers concerns to either a police inspector or departmental manager to address. Resolution may be brought by another officer or staff member depending on the circumstances.

The Public Service Bureau monitors all cases and produces key performance information to ensure matters are dealt with quickly. Communication is welcomed in Welsh or English. The service is fully bilingual and strives to provide the highest standards to customers in either language.

It is important to remember, that the Police and Crime Commissioner (PCC) has no authority or staff to investigate complaints about the police, only the police themselves or the IPCC have that authority. This is in accordance with government legislation. Accordingly any complaints received will be forwarded to Dyfed-Powys Police for action. Although the PCC does not deal with or investigate complaints against the police, he does have a role in monitoring complaints against the police service and this is carried out through scrutiny work (http://www.dyfedpowys-pcc.org.uk/media/6871/opcc-complaints-scrutiny-framework.pdf).

If you feel the conduct of an officer/member of staff falls below the standard expected, or where the service as a whole has let you down, you have the right to complain and the contact details are provided below:

  • Make a complaint in person at your local police station
  • By telephone: 01267 226044 during office hours (9am-5pm Monday to Friday) or on the police non-emergency number 101 outside of office hours.
  • Email: psd@dyfed-powys.pnn.police.uk
  • By Post: Professional Standards Department, Dyfed-Powys, Police,PO Box 99, Llangunnor, Carmarthen, SA31 2PF

One of the key statutory responsibilities of the Police and Crime Commissioner is to deal with formal complaints received against the Chief Constable (former or current).  The Commissioner must decide initially whether to record the complaint (in line with legislative requirements) and if so, how to address it. 

If you wish to complain against the Chief Constable you can do so in one of the following ways:

  • Email: opcc@dyfed-powys.pnn.police.uk
  • By Post: OPCC, PO Box 99, Llangunnor, Carmarthen, SA31 2P

There is a slightly different process to follow when complaining about the Police & Crime Commissioner. In accordance with the provisions that are contained in the Elected Local Policing Bodies (Complaints and Misconduct) Regulations 2012, the Police & Crime Panel deals with any complaints about the Police and Crime Commissioner.

If you wish to complain about the Police and Crime Commissioner, please contact the Dyfed-Powys Police and Crime Panel. http://www.dppoliceandcrimepanel.wales/home/

 

Complaints about members of staff in the Office of the Police and Crime Commissioner should be made direct to the Chief of Staff the OPCC. 

These will be dealt with in accordance with our policy.  You can submit your complaint via email to Carys.morgans.opcc@dyfed-powys.pnn.police.uk or in writing to OPCC, PO Box 99, Llangunnor, Carmarthen SA31 2PF.  Alternatively you can ring the office on 01267 226440.

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