Comments and complaints

The Metropolitan Police Authority (MPA) aims to provide the highest standard of service to members of the public and we do our best to get things right. We recognise that things can always be improved and that they can sometimes go wrong. That is why we welcome your comments and complaints.

Complaints against MPS officers below ACPO rank, Specials, Police Community Support Officers (PCSOs) and MPS staff

Complaints against police officers below the rank of commander, PCSOs or MPS staff cannot be dealt with by the MPA. These are a matter for the Metropolitan Police Service

What if I need help making my comment or complaint?

The MPA can provide this document, upon request, in a variety of other languages, in large print and in Braille. We are also happy to talk to you to provide further assistance and information on how to make your comment or complaint.

For further details please contact the Head of ABMS.

Head of ABMS
Metropolitan Police Authority
FREEPOST LON17808
LONDON SW1H 0DY

(This address does not require a stamp)

Tel: 020 7202 0183
Fax: 020 7202 0247
Minicom: 020 7202 0173
Email: enquiries@mpa.gov.uk

Comments

If we have got things right and you would like to make a comment to the MPA, a member of staff, or to make a suggestion for service improvement, we would like to hear from you. We will ensure your feedback is passed on to the person or unit concerned and will carefully consider any information you provide. The MPA will acknowledge receipt of all comments within 5 working days.

You can send your comment to the Head of ABMS by letter, fax, phone or email or alternatively, you can submit a comment using the online form.

How to make a Freedom of Information request

The Freedom of Information Act (FoIA) provides a statutory right of access to recorded information held by Metropolitan Police Authority and entitles people to:

• ask the MPA for information and to be told in writing if we hold that information; and
• be given that information, unless an exemption applies.

The MPA has a publication scheme through which it already makes a great deal of information public.

• How to make a Freedom of Information request

Website feedback

If you would like to make a general comment about the MPA website, such as usability or navigation, then please use the Provide feedback to us about this page link at the bottom of most pages to comment about a specific page.

Complaints about the work of the MPA and its staff

• Complaints about a Member of the MPA
• Complaints related to the work of ICVs Panels or borough CEGs
• Complaints about the work of the MPA and its staff

If we have done something you are unhappy with, then we are sorry. Your views are important to us and if you tell us when we make mistakes, we will aim to do better.

Who can complain?

Any member of the public, or a nominated third party, such as a friend or relative (with your consent) who believes the MPA or a member of staff has:

• treated them unfairly in the way they have conducted MPA business
• acted in an inappropriate or discourteous manner
• done something badly or provided misleading information
• failed to deliver a service within the time specified.

The MPA will also accept anonymous complaints, but this may limit the scope of any investigation.

What type of complaints cannot be dealt with by the MPA?

If your complaint falls into one of the following categories, the MPA may not be able to deal with it.

• The complaint is more than one year old
  Complaints about something you knew about more than one year ago may not be dealt with by the MPA, unless the MPA thinks it is reasonable to look into it despite the delay. You may proceed with the complaints process, but keep in mind that the MPA may not be able to look into it.
• The complaint is subject to court action
  Complaints about matters that are, or have been, subject to court action cannot be dealt with by the MPA.
• The complaint is about fixed penalty notices issued by the MPS
  Complaints and queries about fixed penalty notices (such as parking, speed cameras) issued by the MPS cannot be dealt with by the MPA.
• The complaint is about outside organisations who do not work with the MPA
  Complaints about outside organisations who do not work with the MPA cannot be dealt with by the MPA. Please consult the appropriate organisation for details of their complaints procedure.

MPA complaints procedure

Stage one: contact the person/unit

The MPA operates a two-stage complaints procedure. In the first instance we would ask that you contact the person/unit you have already been dealing with, or his/her manager. Most complaints can be quickly sorted out in this way.

However if you choose to make contact with that person/unit (in writing or by telephone), the person who has dealt with the matter will confirm in writing the outcome and what, if any, further action will be taken within 5 working days.

If you have problems contacting the person/unit you have already been dealing with, please contact the Head of ABMS

If you have contacted the person/unit and you are not satisfied with the response, you may continue to stage two.

Stage two: make a formal complaint

If you believe that your complaint has not been satisfactorily resolved at stage one, you can make a formal written complaint to the Head of ABMS by letter, fax or email or alternatively, you can submit a complaint using the online complaints form.

When making your complaint, please try to be specific about what went wrong and what you would like the MPA to do to put things right. Once your complaint has been received, the Head of ABMS will arrange for it to be investigated. If contact details are provided, then the MPA will acknowledge receipt of your formal complaint within 5 working days. The reply will detail the name and telephone number of the person investigating your complaint and indicate the date by which you should receive a reply. This will not normally exceed 20 working days and if it is a relatively straightforward matter you may receive a reply more quickly. If we cannot meet this target we will write to you explaining the reasons and keep you informed of progress.

Your complaint, and all related correspondence, will be recorded and will be assigned a unique reference number for you to quote when making further enquiries. The written response to your complaint will set out the full results of the investigation and will say what action, if any, will be taken.

What if I am not happy with the reply to the formal complaint?

Our aim is to satisfactorily resolve all complaints through our complaints procedure, but if having exhausted this process, you are still not satisfied that the MPA has dealt with your complaint appropriately, you can complain directly to the Local Government Ombudsman.

The Local Government Ombudsman is independent of the MPA and investigates complaints about authorities and councils.

The Ombudsman responsible for dealing with complaints against the MPA is as follows:

Local Government Ombudsman
Millbank Tower
Millbank
London SW1P 4QP

Phone: 020 7217 4620
Fax: 020 72217 4621

Further information on how to make a complaint to the Local Government Ombudsman is available on the Ombudsman’s website: www.lgo.org.uk

What can I expect as an outcome?

If your complaint is upheld you are entitled to expect any one or a combination of the following:

• an apology
• an explanation
• an assurance that the same mistake will not happen again
• details of the action we have taken to put things right.

Complaints  - Member of the MPA

Complaints regarding a Member of the MPA should be made to the Monitoring Officer using the Complaints about a Member of the MPA procedure.

Complaints  - ICVs or borough CPEGs

Complaints related to the work of Independent Custody Visiting Panels (ICVP) or borough Community and Police Engagement Groups (CPEGs) should be referred to the relevant borough Chair of the Panel or Group in the first instance.

Please use the following contact address, headed either Independent Custody Visiting or Community and Police Engagement Groups to find the Chair of your local ICV Panel or CPEG or contact your borough ICV or CPEG using the relevant MPA borough page.

Equalities and Engagement Unit
Metropolitan Police Authority
10 Dean Farrar Street
London
SW1H 0DY

Tel: 020 7202 0114

If you are unhappy with the local response, the matter may then be referred to the MPA’s Head of Equalities and Engagement Unit using the same contact details.

Complaints  - Metropolitan Police

Whenever you come into contact with the MPS, you have the right to expect a professional service that meets your needs. The MPS deal with a wide range of enquiries from people. Some are straightforward and can be settled immediately over the phone or at a police station, while others may need further investigation or specialist expertise.

Complaints against Metropolitan Police Officers of ACPO rank

Complaints against Metropolitan Police Service officers of ACPO rank should be directed to the Chief Executive of the MPA, who will advise you of the procedures in such matters.

ACPO ranks: Commissioner, Deputy Commissioner, Assistant Commissioner, Deputy Assistant Commissioner and Commander.

Catherine Crawford
Chief Executive
Metropolitan Police Authority
10 Dean Farrar Street
London
SW1H 0NY
email: professionalstandards@mpa.gov.uk

Complaints against MPS officers below ACPO rank, Specials, Police Community Support Officers (PCSOs) and MPS staff

Complaints against police officers below the rank of commander, PCSOs or MPS staff cannot be dealt with by the MPA. These are a matter for the Metropolitan Police Service.

Reporting fraud

Reporting fraud, financial misconduct or financial irregularity against the MPA or the MPS should be referred to the MPA for investigation.

•  More information on reporting fraud and the report fraud online form

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