Feedback and complaints

How to make a complaint about us

We are committed to providing a quality service and working in an open, transparent and accountable way that builds the trust of those we work with. However, we accept that sometimes we get things wrong.

We take all complaints about the standard of our service seriously. They provide us with valuable feedback to enable us to improve in all areas of our work.

Our complaints procedure allows you to tell us if you believe that we have got something wrong, or if you are unhappy with the service you have received.

Our promise to you

We aim to deal your complaint in a way which:

  • is prompt, simple, accessible and treats you with respect and sensitivity
  • has regard to individual needs and requirements
  • provides you with clear and complete information on the complaints process, how to escalate your complaint, and keeps you informed at every stage
  • uses everyday language and gives honest explanations, reasons for decisions and offers apologies when necessary
  • uses complaints to understand what we can do better and as a means to improve our work
  • treats all our customers fairly and without discrimination.

We will acknowledge your complaint within two working days and aim to provide you with a full response within 10 working days.

We will let you know if it will take longer.

Time limits for making a complaint

It is important that complaints are made as soon as possible after the event occurs. This enables us to appropriately consider, investigate and act on any issues raised. We will normally only investigate complaints made up to 12 months from the date on which the matter complained about occurred or, if later, when it came to the complainant's notice.

Your responsibility

The College has a duty of care to its staff to ensure that they have a safe working environment and are not subject to unreasonable or unacceptable behaviour by others. If we consider your behaviour to be unacceptable, we will inform you and ask you to stop the behaviour, or if the behaviour continues we may decide to take action to manage or restrict your contact with the College.

Our complaints process

We have a three-stage process

Stage one: informal resolution stage

First we ask that you try to resolve your complaint with the person or team you have been dealing with. If you are unsure with who to get in touch with, please contact us and we will help you find the right team. We will aim to respond within 10 working days.

Stage two: formal complaint stage

If you have already tried to resolve your complaint locally through stage one, or wish to make a formal complaint, you should contact the complaints manager at the email address below. Where possible, please provide the following information:

  • the names of the people you have been dealing with
  • any reference number(s) we have given you
  • what you think has gone wrong
  • why you are dissatisfied with the handling of your complaint
  • what you think we should do to put things right.

Your complaint will then be acknowledged. We will appoint a caseworker to investigate and senior manager from that team will provide a response. We will aim to respond within 25 working days, but we will let you know if we cannot.

Stage three: final review stage

If you are dissatisfied with the outcome of stage two, you may ask for a final review. A fresh review of the case will be provided by the CEO's office. We will aim to respond within 20 working days of the request for a final review, but we will let you know if we cannot. The outcome of this stage is our final decision.

However, in rare circumstances it may be that following repeated correspondence the complaints procedure becomes fully exhausted. Should you remain dissatisfied and you forward further correspondence about your complaint, unless it raises significant new issues we will write to you explaining our decision is final, file your letter, but we will not respond further.

Where appropriate, we may ask the Chair of the College Independent Advisory Panel to conduct an independent review of your complaint.

Other comments, compliments and suggestions

We always welcome feedback and if you would like to send us any other comments, compliments and suggestions please contact the complaints manager.

How to complain

You can complain by email or letter to:

Complaints Manager,
College of Policing,
Leamington Road,
Ryton-on-Dunsmore,
Coventry,
Warwickshire,
CV8 3EN

Email: Integrity.team@college.pnn.police.uk

The types of complaints we cannot investigate under this process

1. If you wish to make a complaint about a police officer or a member of police staff not employed by the College, you should contact their own force.

2. If you have a query about a College of Policing recruitment process or examination then please direct this to the force to which you have applied. If you wish to lodge an appeal or raise concerns about an assessment centre or examination, then please refer to the appeals policy which can be found in your joining instructions. Appeals must be made in line with the relevant appeals policy in order to be considered. 

3. Complaints about privacy and transparency compliance are handled by our Data Protection and Freedom of Information Officer, who deals with topics related to:

  • Article 8 and Article 10 of the European Convention on Human Rights
  • Directive 95/46/ EC (EU Data Protection Directive)
  • Data Protection Act 1998
  • Environmental Information Regulations 2004
  • Freedom of Information Act 2000
  • Government Transparency and Open Data Charter.

If you have concerns about the College of Policing's compliance with the above, please email or write to:

Data Protection and Freedom of Information Officer,
Ethics, Integrity and Public Interest,
College of Policing, 10th Floor,
Riverside House,
2a Southwark Bridge Road,
London,
SE1 9HA

Email: data.protection@college.pnn.police.uk or FoI@College.pnn.police.uk

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