Complaints Process
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.
Complaints 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 complaint about?
Dyfed Powys Police officers and staff aim to provide a high standard of service and welcome feedback from the public to help shape their service. However, we know there may be occasions when you feel dissatisfied with the service you have received and wish to make a complaint.
If your complaint is regaring police staff or officers below the rank of Cheif Constable then you can submitt a complaint to the Professional Standards Department (PSD) here: Complaints
The Police and Crime Commissioner is not involved in this first stage of complaints. You can see more information lower down this page about requesting an independent review of your complaint outcome from our office, that can be carried out once you receive a response from PSD.
Please Note:
The OPCC’s role in relation to a ‘Request for Review’ of a complaint following the outcome provided by the Professional Standards Department (PSD), does not include reinvestigating your complaint, however it does include impartially considering the following:
- Whether your request for a review was valid
- Whether the outcome of your complaint was reasonable and proportionate
- Any recommendations that should be made to the Force as a result of the handling and/or outcome of your complaint
Where to send the review form?
Please submit your completed form to the Office of the Police and Crime Commissioner (OPCC), contact details provided below:
Email: opcc@dyfed-powys.police.uk
Address: Dyfed Powys Police and Crime Commissioner, PO Box 99, Llangunnor, Carmarthen, Carmarthenshire, SA31 2PF
Further information can be found here:FAQ
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 record the complaint and provide a reasonable and proportionate response.
To be eligible to complain, you must be ‘personally affected’ or be acting on behalf of someone who meets the criteria outlined within the Statutory Guidance; A guide to the complaints process | Independent Office for Police Conduct (IOPC)
If you wish to complain against the Chief Constable you can do so by writing to the below clearly outlining the complaint.
- Email: opcc@dyfed-powys.police.uk
- By Post: OPCC, PO Box 99, Llangunnor, Carmarthen, SA31 2PF
Complaints against the Chief Constable are assessed in accordance with the Statutory Guidance produced by the Independent Office for Police Conduct. Where a complainant names the Chief Constable, but the complaint is actually about something delegated to another officer or staff member within the force, in accordance with legislation, the complainant is sign posted to the Professional Standards Department.
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.
Complaints made against the Chief Executive should be made direct to the Police and Crime Commissioner.
These will be dealt in accordance with our policy. You can submit your complaint via email to opcc@dyfedpowys.police.uk or in writing to Police and Crime Commissioner, PO BOX 99, Llangunnor, Carmarthen, SA31 2PF. Alternatively you can ring the office on 01267 226440.
Complaints about members of staff in the Office of the Police and Crime Commissioner (OPCC) should be directed to the Chief Executive at the OPCC via email: opcc@dyfed-powys.police.uk or in writing to OPCC, PO Box 99, Llangunnor, Carmarthen SA31 2PF. Alternatively you can ring the office on 01267 226440. These will be dealt with in accordance with our policy.
We are committed to providing high quality Welsh language services to all our customers in a fair and equal way.
Whether you are not satisfied with the service you have received or you have received an excellent service, we would like to know about it.
Complaints about our Welsh language service should be directed to the Chief of Staff of the the Welsh Language Commissioner. Information is available on the Welsh language Commissioner’s website.
Any complaint relating to the processing, handling, storage, sharing or protection of personal data by the OPCC should be submitted to the Chief Executive or Data Protection Officer and will be considered in accordance with the relevant legislation.
Email: OPCC@dyfed-powys.police.uk
Phone: 01267 226440
Post: OPCC, PO Box 99, Llangunnor, Carmarthen SA31 2PF.