The PCC will always work to ensure complaints are processed and dealt with in a timely and appropriate way.

Complaints handling

The Independent Office for Police Conduct (IOPC) oversees the police complaints system in England and Wales. They investigate the most serious matters, including deaths following police contact, and set the standards by which the police should handle complaints. The IOPC report on complaints data for all police forces in England and Wales and the Police and Crime Commissioner is required to publish the following IOPC statistics:

• IOPC quarterly statistics for West Mercia Police
• IOPC annual statistics report

As set out in the Elected Local Policing Bodies (Specified Information) (Amendment) Order 2021, the Police and Crime Commissioner is required to provide a statement on complaints handling that includes an assessment of holding to account activity, and the Police and Crime Commissioner’s own performance in undertaking specific complaint functions such as complaint reviews. The latest statement is available here.

Complaints against police

The PCC monitors the conduct of the complaints process. However, by law the PCC cannot be involved in operational policing matters. Therefore, if you wish to make a formal complaint about West Mercia Police it should be directed to the force itself via this page.

Should you submit a complaint to the PCC that relates to the service you have received from West Mercia Police, you will be directed to the Professional Standards Department, as above. It will not be handled by the PCC.

Complaint review

A complaint review is an appraisal of how an original complaint was dealt with by the police.

A review aims to look at, and consider the process that the police followed, and the decision that was reached.

You can find out more here.

Complaints against the Chief Constable

The PCC is responsible (as the ‘appropriate authority’) for processing any complaints, conduct matters, or Death or Serious Injury matters involving the Chief Constable of West Mercia Police. Please note, complaints can only be made against the Chief Constable where allegations relate to the Chief Constable’s personal involvement or conduct. Matters that have been formally delegated to other officers, staff or police departments cannot be the basis for a complaint against the Chief Constable. Any complaints that do not directly relate to the Chief Constable’s personal involvement, or conduct, will be forwarded to the Professional Standards Department.

If you wish to make a complaint against the Chief Constable of West Mercia Police, this should be sent to the Police and Crime Commissioner along with any necessary supporting documents via your preferred method to:

Email – opcc@westmercia.police.uk (opens email application)

Write – Police and Crime Commissioner, OPCC, West Mercia Police, Hindlip Hall, Worcester, WR3 8SP

Complaints against the Commissioner

Complaints about the PCC’s personal conduct are referred to the West Mercia Police and Crime Panel, which is independent of the PCC’s office.