Making a complaint

A complaint is an expression of dissatisfaction by a member of the public about the conduct of a person serving with the police.

The IPCC Statutory Guidance May 2015 provides guidance to complainants and police on dealing with complaints against police.

Who can make a complaint?

The Police Reform Act 2002 states that the following individuals can make a complaint about the conduct of a person serving with the police:

  • The Dissatisfied person
  • A person adversely affected by the conduct
  • A person witnessing the conduct
  • A person acting on behalf of any of the above (with written consent from that person)
How do I make a complaint?

There are a number of ways to make a formal complaint:

Go to any police station and ask someone to record a complaint (Click for more information)

  • If available, a supervisor will speak with you (or if not, attempt to contact you within 24 hours of receiving your report) and will make every effort to resolve or update you at that time
  • If the supervisor cannot resolve the matter themselves, they will inform you of what action they intend to take to resolve it
  • If the issue is not resolved to your satisfaction, you can request to make a formal complaint
  • If we are unable to resolve the issue within 10 working days of you contacting us, your complaint will be forwarded to the Professional Standards Department who will consider it and make a recording decision in accordance with the Police Reform Act 2002
  • The Professional Standards Department will contact you to tell you what will happen next

Telephone North Wales Police by calling 101 (Click for more information)

  • Your call will be taken by staff within our Control Room and logged
  • Your complaint will then be directed to a supervisor from the Managed Resource Unit (MRU)
  • The MRU supervisor will attempt to contact you within 24 hours of receiving your form, and will make every effort to resolve your issue at that time
  • If the supervisor cannot resolve the matter themselves, they will inform you of what action they intend to take to resolve it
  • If the issue is not resolved to your satisfaction, you can request to make a formal complaint
  • If we are unable to resolve the issue within 10 working days of you contacting us, your complaint will be forwarded to the Professional Standards Department who will consider it and make a recording decision in accordance with the Police Reform Act 2002
  • The Professional Standards Department will contact you to tell you what will happen next

Complete an online form via the Independent Office for Police Conduct (IOPC) website (Click for more information)

  • Complete the online form on the IOPC website
  • The IOPC will forward your complaint to the North Wales Police Professional Standards Department (PSD)
  • A member of the NWP PSD will attempt to contact you within 2 working days of receiving your complaint, and will make every effort to resolve your issue at that time
  • If the PSD staff member cannot resolve the matter to your satisfaction, you can request to make a formal complaint
  • If we are unable to resolve the issue within 10 working days of you contacting us, PSD will make a recording decision of your complaint in accordance with the Police Reform Act 2002
  • The Professional Standards Department will contact you to tell you what will happen next

Contact a solicitor, Member of Parliament or Assembly Member to make a complaint on your behalf (Click for more information)

  • You will need to provide written consent to the person you have chosen to act on your behalf, to enable North Wales Police to respond to your complaint
  • Your appointed person may contact us via any of the methods listed
  • A member of staff will attempt to contact your appointed person within 2 working days of receiving your complaint, and will make every effort to resolve your issue at that time
  • If the issue is not resolved to your satisfaction, you can request to make a formal complaint
  • If we are unable to resolve the issue within 10 working days of you contacting us, PSD will make a recording decision of your complaint in accordance with the Police Reform Act 2002
  • The Professional Standards Department will contact you to tell you what will happen next

Complete the online complaint form via the North Wales Police website (Click for more information)

  • Complete the form at the bottom of this page
  • A member of the NWP PSD will attempt to contact you within 2 working days of receiving your complaint, and will make every effort to resolve your issue at that time
  • If the PSD staff member cannot resolve the matter to your satisfaction, you can request to make a formal complaint
  • If we are unable to resolve the issue within 10 working days of you contacting us, PSD will make a recording decision of your complaint in accordance with the Police Reform Act 2002
  • The Professional Standards Department will contact you to tell you what will happen next

Write to the Head of North Wales Police Professional Standards Department (Click for more information)

Write to the Head of PSD at:

Police Headquarters
Glan Y Don
Colwyn Bay
LL29 8AW

Or via email: ProfStandardsEnquiries@nthwales.pnn.police.uk

  • A member of staff will attempt to contact you within 2 working days of receiving your report, and will make every effort to resolve your issue at that time
  • If the issue is not resolved to your satisfaction, you can request to make a formal complaint
  • If we are unable to resolve the issue within 10 working days of you contacting us, PSD will make a recording decision of your complaint in accordance with the Police Reform Act 2002
  • The Professional Standards Department will contact you to tell you what will happen next

Further Information


North Wales Police Complaint Form

PDF Download

If you prefer, you can download and complete the form as a PDF.

Please return the completed form to ProfStandardsEnquiries@nthwales.pnn.police.uk

Complainant Personal Details
Complainant Contact Details
Agent Details (family member, friend or solicitor to act on your behalf)
Complaint Details
Please describe the circumstances that have led to your complaint. Include details of: • Who was involved? • If there was any damage or injury • What was said and done? • Summary of your complaint
If your complaint relates to discrimination, please tick if it refers to any of the following:








Please include Rank, Number, Forename, Surname and Location
Witness to the incident (leave blank if unknown or not relevant)
Additional Information (Use this section for any other relevant information).
Form completed by (if completed by Force)
Equality of service monitoring form
The Police Service is committed to providing Equality of Service in terms of dealing with members of the Public regardless of race, gender, marital status, colour, nationality, religion or belief, ethnic or national origin, sexual orientation, age or disability. This commitment applies to all issues in relation to dealing with members of the public. In order that we may monitor and maintain Equality of Service would you please answer the following questions? However, if you would prefer not to say it will not affect your complaint in any way.
Confirmation