Unhappy with our service? / Making a complaint
We are sorry you were not completely satisfied with the service you received from Northumbria Police.
We want you to tell us why you are unhappy and how we could improve things to stop this from happening again.
Who can I complain about?
You can complain about anyone working for Northumbria Police. This includes all of our police officers, police staff or contractors.
What can I complain about?
If you’re not satisfied with the service we’ve provided, you can complain. This includes if you thought or felt a police officer, staff member or contractor:
was rude, or aggressive towards you
did something inappropriate
caused you distress or inconvenience
caused you to suffer loss or damage
put you in danger or at risk
How do I make a complaint?
Complaints can be made via a variety of ways :
Dial 101 and make a report of your complaint over the telephone.
Write to us at The Complaints Service Advisors, Office of the Police and Crime Commissioner for Northumbria, 2nd Floor Victory House,Balliol Business Park,Benton Lane,Newcastle Upon Tyne,NE12 8EW
Contact a solicitor, Citizen's Advice Bureau or your MP, who can make a complaint on your behalf.
Who can make a complaint?
You can make a complaint if you are a member of the public who have
experienced inappropriate behaviour from a police of?cer, member of police staff or contractor working for the police.
witnessed in person an incident where a police officer, member of police staff or contractor working for the police acted inappropriately
been adversely affected by the conduct of a police officer, member of police staff or contractor working for the police, even if it did not take place in relation to you
If you are representing someone affected by any of the categories listed above, and wish to make a complaint on their behalf, you will need to have their written permission. This does not apply if you are the parent or guardian of a child aged 16 or under and wish to complain on their behalf.
In an emergency, always telephone 999.
To report an incident or give information to police, you can use the dedicated online non-emergency incident reporting form.
Your disappointment could be because a police officer or member of police staff was late for or missed an appointment, they did not return your call or respond to an email, they failed to keep you up to date on developments in your case or there could be some other reason.
This facility is not monitored 24/7 and should NOT be used to report emergencies and incidents or to pass on information to police.
In an emergency, always telephone 999.
To report an incident or give information to police, you can use the dedicated online non-emergency incident reporting form or alternatively phone 101.
Alternatively, you can contact any of the following:
- A police inspector at your local police station (For local police station information, visit 'Your Neighbourhood' section)
- Post Professional Standards Department, Northumbria Police, Newcastle City Centre Police Station, Forth Banks, Newcastle Upon Tyne. NE1 3PH or by email.
We can only help with issues relating to Northumbria Police. If you want to comment about another police force please visit www.police.uk to identify the appropriate police force.
To see how we treat personal information provided to us please read the disclaimer/privacy statement.
Providing your own details is not compulsory but it is essential if you want us to make contact with you.
Please be aware that it is a criminal offence to waste police time by knowingly reporting false information.
If you wish to make a complaint about the Chief Constable you can do so by contacting the Police & Crime Commissioner for Northumbria.
We’ll tell you where to send your appeal at the end of the investigation; this will be either the Professional Standards Department (PSD) at Northumbria Police or the Independent Office for Police Conduct (IOPC). We’ll tell you the date by which you have to submit your appeal. This is generally within 28 days of being informed of the outcome of our investigation.
Where we do accept an appeal for review, we won’t be re-investigating your complaint itself. An appeal is a review of how the investigation was completed. We’ll tell you the result of the review; whether it’s upheld or not upheld.
PSD will deal with all appeals which relate to:
Complaints which have been dealt with under local resolution
Complaints which were unlikely to result in formal misconduct or criminal proceedings
Appeals against disapplication of your complaint
If you’re directed to appeal to PSD please complete the the appropriate appeal found below form and either send or email it to us at the following addresses:
Post Professional Standards Department, Northumbria Police, Newcastle City Centre Police Station, Forth Banks, Newcastle Upon Tyne. NE1 3PH
We’ll review your appeal and let you know whether we uphold it or not. And we’ll tell you the reasons for our decision.
Where we uphold your appeal, your complaint may be returned for re-investigation. You’ll have the right to appeal the result of any re-investigation.
Where we don’t uphold your appeal, you can’t appeal our decision.
The IOPC may consider appeals about:
our failure to record a complaint
the outcome of a local or supervised investigation.
The IOPC will consider your appeal and, if appropriate, it can direct Northumbria Police to change its decision or to take further action with your complaint.
You can’t appeal to the IOPC if the original investigation into your complaint was managed or carried out by them.
Find out more about IOPC appeals at their website.