New dedicated team will ‘resolve Bedfordshire Police complaints quickly and effectively’

The new approach will provide a dedicated service that will resolve complaints quickly and effectively, according to Bedfordshire Police and Crime Commissioner, John Tizard.

The team will also give greater support and guidance to anyone making a complaint, he added, with OPCC staff on hand to explain the process and ensure individuals are kept informed at every stage.

This major step is designed to make the process more effective, transparent, and independent for those who wish to complain about their experiences with Bedfordshire Police. The new process will also give the public clearer routes to raise concerns and ensure they receive timely responses. The OPCC team has committed to acknowledging complaints within two working days.

If your complaint cannot be resolved by the OPCC, it will, if required, be passed to the Professional Standards Department (PSD) or the Independent Office for Police Conduct (IOPC) for further investigation.

By moving the complaints process to the OPCC, the PCC says there will be a greater focus on learning and improvement. Complaints will be managed with an emphasis on resolving issues and driving improvements within Bedfordshire Police.

Crucial decisions will be made outside the police service, helping to increase public confidence that all complaints are treated fairly, impartially and with compassion.

The PCC will also use data and analysis from trends in complaints to hold the Chief Constable to account, and drive improvements in performance. He will expect the lessons learnt to be addressed.

John Tizard, Police and Crime Commissioner for Bedfordshire said: “This is an important move which I committed to when I was elected. It is about enhancing the quality and independence of handling complaints about Bedfordshire Police.

“Public trust in policing relies on openness and accountability. By handling complaints in my office, we are ensuring that people have a clear, independent route to raise concerns and that they are heard and supported throughout the process. My priority is to make this system accessible, fair and truly victim focused.

“Whilst we would always like there to be no need for complaints, I would always encourage anyone who feels that they have grounds to complain to do so because everyone in the county deserves a good service from the police. We can learn much from complaints and what the public expect and experience, and can avoid repetition of mistakes.

“Victims and residents are entitled to have access to an effective and objective complaints service. My commitment is put the victim at the heart of services and to ensure that her or his interests come first. Complaints play a critical role in this.”

The service currently being undertaken by Bedfordshire Police is moving to the OPCC with no overall additional cost to either the police or the OPCC.

The OPCC will continue working closely with Bedfordshire Police to ensure a smooth transition and provide clear guidance to the public on how to submit complaints under the new model.