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How to Make a Complaint

The Police and Crime Commissioner (PCC) is always keen to hear your views on policing and crime.

***For more details on getting in touch with the Office of the Police and Crime Commissioner during the COVID-19 pandemic go to our dedicated page Coronavirus (COVID-19).***

If you wish to make the PCC aware of an issue, please contact him using the email address pcc@thamesvalley.pnn.police.uk or use our online enquiry form.

While the Commissioner’s Office has a role in monitoring how the police respond to complaints, it does not become involved in complaint investigations against Thames Valley Police or any of their officers or staff.

Am I eligible to complain?

Part 2 of the Police Reform Act 2002 states that a complaint may be made by the following individuals: 

  • A member of the public who claims that the conduct took place in relation to him or her.
  • A member of the public who claims to have been adversely affected by the conduct, even though it did not take place in relation to him or her.
  • A member of the public who claims to have witnessed the conduct.
  • A person acting on behalf of someone who falls within any of the three categories above.

Please note that a person can only be considered as having been authorised to act on behalf of another for the purposes of making a complaint if he or she has and is able to produce written consent from that person. 

Making a Complaint...

Against a Thames Valley police officer or member of staff

If you are dissatisfied with the service you have received from Thames Valley Police we would recommend that in the first instance you try and take up any issue with the officer concerned and/or their line manager. Often this is the most straightforward way of resolving a matter. 
 
However, if this is not possible or appropriate, the Force’s Professional Standards Department is responsible for handling all complaints against Officers and Staff below Chief Constable as well as general complaints regarding the provision of the policing service in Thames Valley.
 
If you wish to make a complaint against Thames Valley Police please contact its Professional Standards Department: 
 
Head of Professional Standards
Professional Standards Department
Police Headquarters 
Oxford Road 
Kidlington 
OX5 2NX 
 
By telephone: 101 (when dialling from within Thames Valley) 
01865 845690(when dialling from outside of Thames Valley) 
By email: professional.standards@thamesvalley.pnn.police.uk
 
You also have the right to make a complaint against Thames Valley Police direct to the Independent Office for Police Conduct (IOPC). Information on the work of the IOPC and the complaints process can be found on the IOPC website (www.policeconduct.gov.uk). 
 

Against the Chief Constable, Police and Crime Commissioner or a member of the PCCs staff

 

If you wish to make a complaint against the personal conduct of the Chief Constable, PCC or a member of the PCCs staff please write to: 

The Chief Executive 
Office of the Thames Valley Police and Crime Commissioner 
Police Headquarters 
Oxford Road 
Kidlington 
OX5 2NX 
 
 
If you wish to make a complaint against the Chief Executive you may write directly to the Police and Crime Commissioner at the above address.
 
Please note that the Commissioner’s Office cannot investigate complaints made anonymously.  
 

Complaint Reforms

From 1st February 2020, a package of reforms have been made to the complaints and misconduct system. You can find out more on our Complaint Reforms webpage.


Complaint Reviews

If you have been advised by the Force that the PCC is the relevant review body for your complaint, you may submit your review (within 28 days of receiving your outcome letter from the Force) to:

The Head of Governance and Compliance

Office of the Thames Valley Police and Crime Commissioner 
Police Headquarters 
Oxford Road 
Kidlington 
OX5 2NX 
 
 
Or alternatively, fill in Complaint Review form.
 
Please note that if it is determined that the Independent Office for Police Conduct (IOPC) is the relevant review body, your review will be forwarded to them directly. 
 

Further Information

More information on making a complaint or applying for a review of your police complaint can be found in our Complaints Policy.