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THE COMPLAINTS PROCESS

01772 533 587

Police and Crime Commissioner for Lancashire Comments and Complaints Policy

Whenever you come into contact with the Office of the Lancashire Police and Crime Commissioner you have the right to expect a professional service that meets your needs. Should the level of service fall below expectations you have the right to complain about:

• The Commissioner’s Office itself, our policies or practice;

• The Commissioner (more details below);

• A Member of Staff of the Commissioner’s Office, including contractors; and

• A Volunteer working on behalf of the Commissioner’s Office

How to make a complaint

The easiest way to make a complaint is to use our contact form. We will keep you up to date with the progress of your complaint by email.

If you would prefer to raise a complaint by letter please find the relevant contact details below.

Complaints about the PCC

The Police and Crime Panel are responsible for receiving and considering complaints against the Police and Crime Commissioner. Blackburn with Darwen Borough Council is currently the lead authority for the panel in Lancashire. If you wish to make a complaint against the Police and Crime Commissioner you will need to contact the Secretariat to the panel via:-

Democratic Services
Floor 2
Town Hall
Blackburn
BB1 7DY

Tel: 01254 585321
Email: democraticservices@blackburn.gov.uk

Complaints about a member of staff or a volunteer of the Office of the PCC

If you wish to complain about the service you have received by a member of staff at the Office of the PCC or the way in which the staff of the Office of the PCC have conducted themselves, please contact the The Director:-

Office of the PCC for Lancashire
PO Box 653
Preston
PR2 2WB

If you wish to complain about The Director (Monitoring Officer), please contact the Police and Crime Commissioner on the same address.

What we will do

The Director will consider your complaint and will respond to you. We will try to resolve the complaint within 20 working days of the complaint being received. If we can’t do that we will contact you to keep you updated on progress and to advise you when we expect to conclude the complaint. If your complaint is against the Director, the Commissioner will ask the Deputy Monitoring Officer or another officer to deal with this

Complaints about the Conduct of the Chief Constable

The Police and Crime Commissioner is responsible for acting as the ‘appropriate authority’ in the recording and investigation of complaints and conduct matters against the Chief Constable. If you wish to make a complaint about the conduct of the Chief Constable then please contact the Police and Crime Commissioner on the address set out above.

Complaints about a Police Officer from Lancashire Constabulary

The Police and Crime Commissioner cannot deal with complaints in respect of officers at or below the rank of Deputy Chief Constable or of a police staff member. In this case you will need to contact the Lancashire Constabulary Professional Standards Department.

Professional Standards Department
Lancashire Constabulary
Police Headquarters
PO Box 77
Hutton
Preston
LancashirePR4 5SB

Tel: 01772 413777
Email: hq-professionalstandards@lancashire.pnn.police.uk

If you are dissatisfied with the way your complaint has been dealt with you may wish to contact the Independent Police Complaints Commission.

The Police and Crime Commissioner is required to be kept informed about complaints and discipline matters within the force.