Once you’ve made a complaint there are several possible outcomes. Sometimes a phone call from one of our experienced officers is all that’s needed to clear up a misunderstanding. Other times, a complaint could lead to a change in the day-to-day working of the Met. Every complaint is different, but we’ll follow the process below to try and find a solution that you can be satisfied with.

What happens after I make a complaint?

When the reasons for your complaint are clear and no investigation is needed, we’ll try and get back to you quickly with information or an explanation.

If we need to look into your complaint in more detail, we’ll pass it to our Directorate of Professional Standards (DPS). They will record it and contact you directly to explain the next steps.

If you make a complaint to the Independent Office for Police Conduct (IOPC) about the Met, they will forward it to us. We’ll then look into it in the same way as above.

What happens after my complaint is recorded?

After recording your complaint, our Directorate of Professional Standards (DPS) will assess its nature and seriousness.

The DPS will allocate a person who isn’t connected to your complaint to look into it. They’ll get in touch with you directly to clarify any missing details and answer any questions you may have. Based on your conversation, they’ll work with you to agree an action plan.

Some complaints we receive must be forwarded to the IOPC. Examples include action (or lack of action) that led to a person’s death or serious injury, serious assault, serious sexual offence, or serious corruption.

How will my complaint be resolved?

We may talk to you about the local resolution of your complaint. This involves working with you at a local level to understand your concerns and provide an agreed outcome to your complaint.

In this instance, a police or staff manager at your nearest police station may manage your complaint. They’ll liaise with you and the officers or staff featured in your complaint.

For more serious complaints, where disciplinary action or even criminal proceedings could be involved, a DPS investigator will handle your complaint. They will keep you informed as the investigation progresses, with an update at least every 28 days.

Why might my complaint not be investigated?

The most common reason for not looking into, or ‘progressing’, a complaint is if it relates to an incident from over 12 months ago, with no clear explanation for the delay. Similarly, we wouldn’t start an investigation if we have already received, and looked into, a complaint about the same incident.