Hertfordshire Police and Crime Commissioner.  
Commissioner's Office: 01707 806100
 

Complaints Overview

We are unable to investigate complaints against Hertfordshire Police or individual members of staff. This falls into the operational management of the force – a matter for the Chief Constable. Individual complaints should therefore be directed in the first instance to Hertfordshire Police and the Independent Police Complaints Commission thereafter.

Parliament did not give Police and Crime Commissioners power to investigate individual complaints about Hertfordshire Constabulary or the conduct of its officers or staff, with the exception of any complaints in relation to the Chief Constable.

We do monitor complaints on a regular basis in order to hold the Chief Constable to account for and to ensure that any appropriate lessons are learned.

Please visit the Hertfordshire Police Website or telephone 101.
 
Any complaints received within my office will be forwarded to the relevant Department for them to investigate and respond as appropriate. 

Please be aware that if you prefer you can also ask a relative, a carer or your solicitor to raise an issue on your behalf. Others who can also act on your behalf include your MP or Local Councillor.  If you ask someone else to act on your behalf, please be aware that proof will be required that they are acting on your behalf.

There are a range of organisations that can provide support with equality or human rights issues and can also raise issues on your behalf. These are sometimes called Gateway Organisations. Your local Citizens Advice Bureau can also give advice.

If you wish to make a complaint please use the guidelines set out below. Any concerns or issues that do not fall into the categories below can be sent via email to commissioner@herts.pcc.pnn.gov.uk
 
For complaints that fall within the responsibility of the Police and Crime Commissioner, we will ensure that your complaint acknowledged within 5 working days.  We will endeavour to deal with your complaint as promptly as possible and within 28 days.
 
Where your complaint takes longer than 28 days to resolve, we will keep you up to date at least monthly with progress. When we provide you with the outcome of your complaint we will also ensure you are aware if there is an appeals process.

Police and Crime Commissioner or Deputy

Any complaint about my conduct or my Deputy’s conduct is the responsibility of the Hertfordshire Police and Crime Panel.  
 
In accordance with the provisions that are contained in the Elected Local Policing Bodies (Complaints and Misconduct) Regulations 2012, the Police and Crime Panel have determined that any complaint about me or my Deputy Police and Crime Commissioner will be dealt with, in the first instance, by my Chief Executive.
 
However the Police and Crime Panel will retain oversight of the process.  For more information on the work of the Panel please see the Police and Crime Panel Website.  If you wish to make a complaint about me or my Deputy please write to:

 
Chief Executive
Police and Crime Commissioner's Office
Harpenden Police Station
15 Vaughan Road
Harpenden
Hertfordshire
AL5 4GZ

Member of Police and Crime Commissioner’s staff

Any complaint about the conduct of my office staff is my responsibility.

The investigation and management of the complaint is delegated to my Chief Executive, however I oversee the process. 

If you wish to make a complaint about a member of my office please write to:

 
Chief Executive
Police and Crime Commissioner's Office
Harpenden Police Station
15 Vaughan Road
Harpenden
Hertfordshire
AL5 4GZ

Email: roy.wilsher@herts.pnn.police.uk

If your complaint is about my Chief Executive, you may write in confidence directly to me at Police and Crime Commissioner, Harpenden Police Station address, as above.
 

Hertfordshire Constabulary Chief Constable

Any complaint about the conduct of the Hertfordshire Chief Constable is my responsibility.

The investigation and management of the complaint is delegated to my Chief Executive, however I oversee the process and I am the appropriate authority for these complaints, although I do not deal with complaints about operational decisions or policing policies.   

If you wish to make a complaint about the conduct of the Chief Constable please write to:

 
Chief Executive
Police and Crime Commissioner's Office
Harpenden Police Station
15 Vaughan Road
Harpenden
Hertfordshire
AL5 4GZ

Email: roy.wilsher@herts.pnn.police.uk 

Hertfordshire Constabulary Officer or staff

Any complaint about the conduct of a Hertfordshire Constabulary Officer or member of staff is the responsibility of the Chief Constable. 

The Constabulary’s Professional Standards Department (PSD) is responsible for handling all complaints against officers below Chief Constable Rank and all police staff as well as general complaints regarding the provision of the policing service in Hertfordshire.
 
As Police and Crime Commissioner I have no authority or staffing resources to investigate complaints about the police, only the police themselves or the Independent Police Complaints Commission has that authority. This is in accordance with government legislation.

Accordingly any complaints received within my office will be forwarded to Hertfordshire Constabulary Professional Standards Department for action.


You can contact them directly at:
 
Professional Standards
Biggleswade Police Station
Station Road
Biggleswade
Bedfordshire
SG18 8AL
 
Email: PSU@Herts.pnn.police.uk
 
However because I monitor complaints against the police and I retain oversight of this process, if you wish to forward the complaint to me so my office can forward it on for you please write directly to me at Police and Crime Commissioner, Harpenden Police Station address or email me at: commissioner@herts.pcc.pnn.gov.uk
 

Not Satisfied with the response to your complaint?

If you are not satisfied with the response you receive about a complaint or wish to appeal against a formal decision about the handling or investigation you may contact the Independent Police Complaints Commission (IPCC) for guidance. 

The Independent Police Complaints Commission oversees the police complaints system and sets the standards by which complaints should be handled. 

Further details of what you can complain about, together with guidance on how to make a complaint and the appropriate forms can be found at the Independent Police Complaints Commission (IPCC).
 

Victim Services

As Police and Crime Commissioner I am responsible for the commissioning of most (but not all) victim services delivered in Hertfordshire. Services include emotional and practical support to help victims to cope and recover from their ordeal. Many services are either delivered through, or coordinated by the Hertfordshire Victim Care Centre, made up by staff from Victim Support and Hertfordshire Constabulary. 

Under the Victims Code of Practice you are entitled to make a complaint if you feel that the service provided was not delivered to a professional standard.

In the first instance, you should contact the service provider using the service providers published complaints process. You are entitled to receive either an acknowledgement or full response from the service provider within 10 working days of receipt of complaint.

If you are unsure who the service provider is, you can contact my office who will advise you. You can also contact my office for advice if you do not receive a reply within the 10 working day timescale.

If you are not satisfied with the response to your complaint you can refer your complaint to the Parliamentary and Health Service Ombudsman via your Member of Parliament.

I am keen to learn how well services are being delivered in Hertfordshire. You can advise me on your views by completing our Victims Voice survey online or by writing to me at:

 
Police and Crime Commissioner
Police and Crime Commissioner’s Office
Harpenden Police Station
15 Vaughan Road
Harpenden
Hertfordshire
AL5 4GZ