Report Summary
The Authority has a set of procedures that details how it will handle a relevant complaint to ensure transparency, equality of treatment, common understanding and public accountability.
As this document constitutes actual working procedures, it covers a significant amount of detail. However, it is hoped that by sharing the ‘how’ and the ‘what’ of its complaint handling, this will allow the Authority to focus its efforts on dealing effectively with all complaints. It also highlights what the Authority will do if there are complaints which do not fall within our remit, or if we consider a complainer’s actions to be unacceptable.
Handling of complaints
There are a number of ways in which a complaint may be dealt with, depending on its content, seriousness and complexity.
The ability to resolve complaints promptly and simply is a key element of an efficient and effective police complaints system. To this end, Early Stage Resolution (ESR) allows complaints to be resolved by the SPA Complaints Team at an early stage by way of explanation, assurance or apology. ESR is intended to be a pragmatic and proportionate approach that benefits all parties involved in a complaint. Complaints involving allegations of a criminal, complex or serious nature are not suitable for ESR.
In addition to more formal complaint handling processes the SPA, with the agreement of the complainer, may consider other means of resolving complaints such as mediation, reconciliation or restorative justice.
When complaints are not suitable for ESR, they will go through a two-step decision process by the SPA:
- Initial assessment to agree the appropriate complaint type
- Final assessment to determine the outcome of the complaint
