Making a Complaint

Tayside Police aims to deliver the highest possible standards of policing to the communities it serves. High standards help to keep Tayside Police at the forefront of Scottish policing. Occasionally our service delivery may fall short of the expectations of the public and of Tayside Police itself.

Policing is often carried out under difficult conditions and there may be occasions when you think our standards of service fall below what you would expect us to deliver. If that is the case, you may wish to complain.

This section of our website tells you how you can make a complaint to Tayside Police, the processes that will be undertaken by the force in the investigation of your complaint, and the outcomes that may arise from the investigation.

What is a complaint?

The Police, Public Order and Criminal Justice (Scotland) Act 2006, has described the definition of a complaint, as it relates to the role of the Police Complaints Commissioner for Scotland (PCCS) as,

"A written expression of dissatisfaction about an act or omission by a Police Authority, a Joint Police Board, a Police Force, the Authority, the Agency or by a person who at the time of the act or omission was a person serving with the police."

There are generally two types of complaint :

Complaints about staff

Where a member of Tayside Police has failed to meet the standards you expect or if you believe they have behaved unfairly or incorrectly, you have the right to make a complaint.

Complaints about quality of service

These are complaints about the way we do things, for example, our policies and procedures for dealing with certain incidents or investigations, the delivery of our service and the outcome. These types of complaint normally relate to a perception that

• You think the police are not addressing a particular problem
• They took a long time to respond to your call
• You feel that there is not enough police officers in your area
• You do not believe that the police dealt properly with an incident

These complaints do not relate to the actions of an actual member of the Force and are organisational issues. However they are still very real issues of concern to individuals and communities and Tayside Police will conduct enquiry into them accordingly and provide an explanation where appropriate. They will normally be dealt with by supervisory officers of the area where the concerns have been expressed.
 

How do I make a complaint?

If you think that any police officer(s) or member(s) of police staff has behaved incorrectly or unfairly you have the right to make a complaint.

To do this you need to consider what it is that you are concerned about, for example, has the officer or member of police staff been uncivil towards you, have you been assaulted, or was the level of service expected by you not achieved.

You should make your complaint as soon as possible so that the Investigating Officers are provided with the best opportunity to secure all of the available evidence.

If you decide you wish to register a complaint you may do so by one of the following methods

• You may call personally at any police station and ask to speak to a supervisory officer. It is however important to note that ANY police officer can note your initial complaint and thereafter forward it to their supervisor for action.
• Write to the Deputy Chief Constable at Tayside Police, Force Headquarters, West Bell Street, Dundee, DD1 9JU
• Complete our Online Complaint Form which will be forwarded directly to our Professional Standards Department (please note - this form will only be received by the department during working office hours, Monday to Friday).
• Contact your solicitor
• Contact your Member of Parliament, Member of the Scottish Parliament or local councillor
• Contact or visit your local Citizens Advice Bureau
• Contact the Professional Standards Department on 01382 596654. This office is staffed between 8am and 5pm, Monday to Friday. Although your complaint cannot be taken over the telephone advice will be available to you so that you can consider your position.

You can obtain a leaflet, 'Complaints about the Police' which gives advice on how to make a complaint by visiting the Scottish Government website. Alternatively you can obtain a copy from any police station where the leaflet is also available in various languages.

If you prefer to be represented by another person, community group or other organisation, that is acceptable providing it is clear that you have given your authority for that person, group or organisation to act on your behalf. However to progress your complaint it will be necessary to take a statement from you personally but you can be represented at that meeting if you wish.

If necessary we can arrange for an interpreter to be present to assist. If you are under 16 years of age you will be interviewed with a parent or other responsible adult present.

What should I say?

• Provide as much information as you can about your complaint
• Describe what happened
• Say where and when the incident or cause for complaint took place
• Give the names and addresses of any witnesses (if you have them)
• Give the name or identification of any member(s) of Tayside Police involved if known

How do I make a complaint against a Chief Officer?

The Tayside Joint Police Board was established to perform the functions of the police authority in the local government areas of Dundee City, Angus and Perth and Kinross. One of the key areas of responsibility is to scrutinise the manner in which the Chief Constable deals with complaints about Tayside Police staff.

The Board is also responsible for the conduct of

• The Chief Constable
• The Deputy Chief Constable
• The Assistant Chief Constable

Complaints about any of these Officers must relate to personal misconduct. If you wish to make a complaint about one of these Officers, you can do so by contacting

Tayside Joint Police Board
Angus House
Orchardbank Business Park
Forfar
DD8 1AN

Tel 01307 461460
Fax 01307 476299
e-mail LAWADMIN@angus.gov.uk