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Complaints reviews

The following process relates only to public complaints recorded by Norfolk Constabulary on or after 1 February 2020.  

Any public complaint recorded prior to that date will be subject to the previous appeals legislation. 

If you remain dissatisfied with the way that Norfolk Constabulary has dealt with your complaint you have a right to request for a review of the outcome of your complaint. 

Depending on the circumstances of your complaint, the application for a review will be considered by the Local Policing Body who is either the Police and Crime Commissioner (PCC) or the Independent Office for Police Conduct (IOPC).

The IOPC is the relevant review body where:

  1. The Appropriate Authority is a Local Policing Body i.e. the Police and Crime Commissioner 
  2. The complaint is about the conduct of a Senior Police Officer (above the rank of Chief Superintendent).
  3. The Appropriate Authority is unable to satisfy itself from the complaint alone, that the conduct complained of (if it were proved) would not justify the bringing of criminal or disciplinary proceedings against a person serving with the police, or would not involve the infringement of a person’s rights under Article 2 or 3 of the European Convention on Human Rights;
  4. The complaint has been, or must be, referred to the IOPC;
  5. The IOPC is treating the complaint as having been referred;
  6. The complaint arises from the same incident as a complaint falling within 2 to 4 above;
  7. Any part of the complaint falls within 2 to 6 above

In any other case the relevant review body is the Local Policing Body (the Police and Crime Commissioner (PCC)). The PCC may delegate their responsibilities for considering reviews to an appropriately trained person, who is independent from Norfolk Constabulary.

Before you can make an application for a review, you must have received written notification of the outcome of the handling of your complaint.

Applications for reviews must be made within 28 days starting with the day after you were provided with the details of your right to review, at the conclusion of the investigation or other handling of your complaint. 

A review must consider whether the outcome of your complaint was reasonable and proportionate. 

On completion of the review the PCC/delegated person may make recommendations to Norfolk Constabulary but cannot compel the Force to act. However, in the event that a recommendation is made, Norfolk Constabulary must provide a written response that will be provided to the PCC and to you as the person seeking the review of your complaint. 

The PCC/delegated person may, upon completion of the review, decide that no further action is required. 

In both of the above outcomes you will be provided with a written response detailing the review decision and the reasons for that decision. Upon completion of this process there is no further right of review. 

How to request a review

If you would like to request a review your application must be in writing and state; 

  • The details of the complaint; 
  • The date on which the complaint was made; 
  • The name of the force or Local Policing Body whose decision is subject of the application; and 
  • The date on which you were provided with the details about your right to review at the conclusion of the investigation or other handling of your complaint. 
  • The reasons why you are requesting a review. 

An application for review must be made in writing either by: 

  • Email to stating “Application for Review” in the subject, or by 
  • Post addressed to; Reviews, Office of the Police and Crime Commissioner for Norfolk, OCC, Wymondham, NR18 0WW.

If you are unable to submit a request in writing then please contact our team on 01953 424455 for further assistance. 

Please note the following important information:

  • Upon receipt of a request for a review, an initial validity assessment will be carried out to determine the appropriate action to be taken. You will be written to once this has been completed to update you.
  • By requesting a review, you are providing consent that you agree to the sharing of your personal data and information relating to your specific complaint case for the purposes of progressing your review in accordance with the law.