Complaints Process
Feedback is important to us, both positive and negative, as this helps us to identify the things we do well, but equally it helps us to identify the areas where we need to improve.
Complaints help us to understand the issues that matter to you. We hope you don’t have cause to complain. However, if you do, we want to resolve it as quickly as possible for you.
What is your complaint about?
Complaints in relation to Police Officers/Staff below the rank of Chief Constable are considered by Dyfed Powys Police.
One of the key statutory responsibilities of the Police and Crime Commissioner is to deal with formal complaints received against the Chief Constable (former or current). The Commissioner must record the complaint and provide a reasonable and proportionate response.
If you wish to complain against the Chief Constable you can do so in one of the following ways:
- Email: opcc@dyfed-powys.police.uk
- By Post: OPCC, PO Box 99, Llangunnor, Carmarthen, SA31 2PF
Please Note: In order to make a complaint against the Chief Constable, you must be eligible to be a complainant. This is defined by the legislation as someone who has directly witnessed the incident or who is directly affected by it. Complaints can be raised by other people on their behalf, but only with their written consent. Therefore, if you are not directly affected, or were not present at the incident that you have concerns about, you cannot use the police complaints system to make your concerns known. You can still make your concerns known to the OPCC or police force as part of general feedback. Further detail explaining eligibility can be found in the Independent Office for Police Conduct Statutory Guidance
There is a slightly different process to follow when complaining about the Police & Crime Commissioner. In accordance with the provisions that are contained in the Elected Local Policing Bodies (Complaints and Misconduct) Regulations 2012, the Police & Crime Panel deals with any complaints about the Police and Crime Commissioner.
If you wish to complain about the Police and Crime Commissioner, please contact the Dyfed-Powys Police and Crime Panel.
Complaints made against the Chief Executive should be made direct to the Police and Crime Commissioner.
These will be dealt in accordance with our policy. You can submit your complaint via email to opcc@dyfedpowys.police.uk or in writing to Police and Crime Commissioner, PO BOX 99, Llangunnor, Carmarthen, SA31 2PF. Alternatively you can ring the office on 01267 226440.
Complaints about members of staff in the Office of the Police and Crime Commissioner (OPCC) should be directed to the Chief Executive at the OPCC via email: opcc@dyfed-powys.police.uk or in writing to OPCC, PO Box 99, Llangunnor, Carmarthen SA31 2PF. Alternatively you can ring the office on 01267 226440. These will be dealt with in accordance with our policy.
Information on the ASB Case Review can be found here: ASB Case Review statistics
Please Note:
The OPCC’s role in relation to a ‘Request for Review’ of a complaint following the outcome provided by the Professional Standards Department (PSD), does not include reinvestigating your complaint, however it does include impartially considering the following:
- Whether your request for a review was valid
- Whether the outcome of your complaint was reasonable and proportionate
- Any recommendations that should be made to the Force as a result of the handling and/or outcome of your complaint
Where to send this review form Please submit your completed form to the Office of the Police and Crime Commissioner (OPCC), contact details provided below:
Email: opcc@dyfed-powys.police.uk
Address: Dyfed Powys Police and Crime Commissioner, PO Box 99, Llangunnor, Carmarthen, Carmarthenshire, SA31 2PF
Dyfed Powys Police and Crime Commissioner
Further information can be found here:FAQ
We are committed to providing high quality Welsh language services to all our customers in a fair and equal way.
Whether you are not satisfied with the service you have received or you have received an excellent service, we would like to know about it.
Complaints about our Welsh language service should be directed to the Chief of Staff of the OPCC via e-mail to opcc@dyfed-powys.police.uk or in writing to OPCC, PO BOX 99, Llangunnor, Carmarthen, SA31 2PF. Alternatively you can ring the office on 01267 226440. These will be dealt with in accordance with our policy.
If you are dissatisfied with the response you receive, you can submit a further complaint to the Welsh Language Commissioner. Information is available on the Welsh language Commissioner’s website.