How to make a complaint

How to make a complaint about the G7 policing operation

This is a major event with unique security considerations and will bring a level of inevitable disruption to the local communities, particularly around the four official locations of Carbis Bay, St Ives, Falmouth and Newquay.

We are working with Government to minimise the impact on residents, businesses and visitors, and access to local services. We are committed to providing the highest possible service during the G7 Summit.

However, there may be occasions when you feel dissatisfied with some aspect of the service received and may wish to make a complaint.

Making a complaint

There are a number of ways you can do this:

Complete this secure online complaint form
Complete the PDF and email the completed form to Professional Standards.
- Please note: If you enter sensitive information and do not use a secure email account there is a possibility that the email could be intercepted. You complete and email the PDF to us at your own risk.
Go into any police station
Through our contact centres. Email 101
- Please note: If you enter sensitive information and do not use a secure email account there is a possibility that the email could be intercepted.
By letter to any police station or our Headquarters (PSD Department, Devon & Cornwall Police, Middlemoor, Exeter, EX2 7HQ)
Contact a Solicitor or your Member of Parliament
Contact the Independent Office for Police Conduct (IOPC)
Please note: If you submit a complaint through the IOPC it will be directed back to us (Devon & Cornwall Police) to determine how it should be dealt with. The IOPC will only investigate complaints that are referred to them by us in accordance with the appropriate legislation.

Frequently asked questions (FAQs)

What sort of complaint can I make?

A complaint can be made about any matter which has had an adverse effect on the person making the complaint. It does not have to be about a specific person serving with the police. Complaints may, for example, be about force-wide crime initiatives, the organisation of policing resources and general policing standards.

However, a complaint can also be made about the conduct of any person serving with the police, i.e. a police officer, police staff member, special constable, designated volunteer or a person contracted to provide services to a chief officer. Conduct includes any acts, omissions, statements and decisions, whether actual, alleged or inferred.

Who can make a complaint?

Complaints not about the conduct of individuals

A complainant must be a member of the public who was adversely affected by the matter complained about, or is acting on behalf of someone who was adversely affected by the matter complained about.

Complaints about the conduct of individuals

A complainant must be a member of the public who:

claims to be the person in relation to whom the conduct took place
claims to have been adversely affected by the conduct
claims to have witnessed the conduct, or
is acting on behalf of someone who satisfies one of the above three criteria.

What will happen to my complaint?

Your complaint will be considered and a decision made about whether to record it as a Complaint against Police or not (for example, you may not be someone eligible to make a complaint as outlined in who can make a complaint).

You should be notified of that decision as soon as possible. If the decision is made not to record your complaint you will be told why that is.

Many cases will be suitable for resolving quickly, either by an early intervention officer or locally by a supervisory officer. The person allocated to deal with the matter will contact you to discuss how to resolve your complaint

Whilst all complaints are taken seriously, the most serious complaints or incidents will be dealt with by Devon & Cornwall Police’s Professional Standards Department (PSD). In certain cases the PSD may refer the matter to the IOPC who will decide on the most appropriate mode of investigation.

Due to the size of the security operation surrounding the G7 Summit, officers from forces around the country will be involved in policing the event. If your complaint is against an officer from a force other than Devon & Cornwall Police, it is possible that the complaint will be referred to that officer’s home force to be dealt with. This will depend on the seriousness of the complaint. You will be informed who will be responsible for dealing with your complaint.

At the conclusion of any investigation you will have a right to have it reviewed by an independent body. The circumstances of the complaint will determine whether that review is conducted by the Office of the Police & Crime Commissioner (OPCC) or IOPC.

Where can I find more information on the complaints procedure?

More information on this and the complaints procedure can be found on the IOPC website.

How long will the process take?

Your complaint will be dealt with as speedily as possible and you will be informed of the progress of your complaint at least every 28 days.