MOPAC complaints

Whether you’d like to say thanks, find out more about the work or MOPAC or make a complaint, we’d like to hear from you.

If you wish to submit a complaint, there are various routes available to you depending on the circumstances and individual and/or organisation you are seeking to complain about.

Comments about the Metropolitan Police Service (MPS)

Regulations prohibit either the Mayor or MOPAC staff from intervening directly if you are seeking to make a comment or complaint about a specific incident involving the MPS. This also applies if you are seeking to make a general comment on MPS policies, performance or conduct.

Any comments about specific encounters with MPS officers should be directed to the MPS in the first instance. This is to ensure that the correct recording process is followed and that comments are treated in a fair and consistent manner.

The MPS will assign your comments to the appropriate authority and ensure that they are investigated in a manner which is both appropriate and legally-compliant.

The only exception is where your comments concern the conduct of the MPS Commissioner.

The Home Office are currently developing a series of reforms which are designed to make the complaints process easier to understand and more accessible, and MOPAC are fully engaged in supporting that work.

To help you navigate through the system and identify where to direct your query, please consider the options set out below.

 

How to:

Make a general enquiry or comment about policing in your local area or London-wide

How to make a complaint to the MPS

If you are making a new complaint about the MPS, you must first complain to the MPS

To do this, you can either complain directly to the MPS or through the Independent Office for Police Conduct (IOPC). If you complain through the IOPC, it will forward your complaint to the MPS. 

Both can also be contacted by post at the following addresses: 

MPS 
Directorate of Professional Standards 
Complaints Support Team
22nd Floor, Empress State Building
Lillie Road
London
SW6 1TR

IOPC
Independent Office for Police Conduct
PO Box 473
Sale
M33 0BW

What happens after I make my complaint?

The MPS will refer some complaints to the IOPC for it to consider – such as those relating to serious incidents.

Otherwise, the MPS will assess your complaint and contact you about how it will be handled. It may be able to provide an explanation, apology, or other information to assure you that appropriate action is being taken, or it may need to carry out an investigation into your complaint. 

Whichever way the MPS handles your complaint, it will write to you to tell you the outcome and explain whether you can request an appeal or a review.  
 

What if I'm unhappy about how the MPS handled my complaint?

If you’re unhappy about how the MPS handled your complaint or the outcome it reached, you can apply for an appeal or a review.

Whether you can apply for an appeal or a review depends on when you made your complaint. From 1 February 2020, new laws took effect which replaced the right of appeal with a new right of review. On this date, MOPAC became a Relevant Review Body for complaints about the MPS. MOPAC cannot consider appeals

MOPAC can only review your complaint against the MPS if:
•    Your complaint was made on or after 1 February 2020.
•    The MPS has completed its investigation into the complaint.
•    You have been notified that MOPAC is the Relevant Review Body in the outcome letter sent to you.


 

e relevant police force to handle.

Where should I send my application for an appeal or review?

When the MPS has finished looking at your complaint, it will send you an outcome letter. This will tell you whether you have a right of appeal or review, and which organisation it should be directed to. This may be the MPS, MOPAC, or the IOPC. It is important that you send your appeal or review to the correct organisation.  

If the Relevant Review Body is MOPAC and you wish to exercise your right of review, please contact MOPAC by email or post using the following addresses:

[email protected]

MOPAC Police Complaint Reviews Team
21st Floor West
Empress State Building
Empress Approach
Lillie Road
London
SW6 1TR

Coronavirus / COVID-19

The current situation has meant that we have had to adapt the way we work. This may lead to some small delays when communicating with you. As our staff will be working remotely and not in our office, we ask that you please communicate by email only where possible. 

We appreciate your understanding and support during this challenging time.

Otherwise, you should direct your appeal or review to the organisation listed on your outcome letter. 

When requesting a MOPAC review, please: 

-    Provide a copy of the outcome letter sent to you by the MPS.
-    Explain why you are unhappy about how the MPS handled your complaint or the outcome it reached.

Please note – you will only have 28 days from the date of your outcome letter to apply for an appeal or review. 

What happens after I've asked for a MOPAC review of my complaint?

MOPAC will consider if it is the Relevant Review Body for your review. Sometimes, we may feel that the complaint should be considered by a different organisation - such as the IOPC.

When considering your review, we will take into consideration why you are unhappy with the handling or outcome of your complaint – so it’s important that you explain why you are unhappy about how the MPS handled your complaint or the outcome it reached.

Once we have collected the information we need to review your complaint we will inform you if the review is valid, if we are the Relevant Review Body, and when we have started our review of your complaint.

We will then look at whether the complaint handling and outcome of your complaint was reasonable and proportionate, and provide you with an outcome letter explaining our thoughts. 

Further information about the police complaints process

The IOPC oversees the police complaints system in England and Wales. 

If you would like to find out more about the police complaints process, you can visit its website.

Alternatively, you can visit the MPS website for further information about how the MPS handles complaints.

How your information will be handled

The Police Reform Act 2002 states that where a complaint is made to a force or local policing body which is not the appropriate authority for the complaint, the body that has received the complaint must provide notification of the complaint to the appropriate authority. 

This means that where appropriate, we have a legal requirement to pass details of your complaint to the relevant authority for the complaint. 

There is no requirement in the Police Reform Act 2002 for us to obtain your consent when forwarding such complaints to the appropriate authority. However, if we do, we will inform you who we have forwarded the information to, and what information we have forwarded. 

Otherwise, we will use any information that you provide in accordance with our privacy notice
 

Submit a complaint about the MPS Commissioner

MOPAC is the Appropriate Authority that deals with complaints against the MPS Commissioner. 

Should you wish to make a complaint about the individual conduct of the Commissioner please email MOPAC at [email protected]

The MPS Commissioner is accountable to MOPAC for the delivery of efficient and effective policing, management of resources and expenditure.

Expectations about the conduct of the Commissioner are set out in The Police (Conduct) Regulations 2008 as the Standards of professional behaviour .

These expectations include requirements to:

  • Act with Honesty and Integrity
  • Treat members of the public and their colleagues with Respect and Courtesy
  • Not abuse powers and authority
  • Act with fairness and impartiality
  • Act in a manner that does not discredit or undermine public confidence in the police service

If you feel that the Commissioner has not met these standards, you can make a complaint.

If you prefer, someone can make a complaint on your behalf, but you must give your permission in writing for them to do this.

Submit a complaint about the Mayor or Deputy Mayor for Policing and Crime

Both the Mayor as Occupant of the Mayor's Office for Policing And Crime (MOPAC) and the Deputy Mayor for Policing & Crime are subject to the code of conduct for GLA members.

It is the responsibility of the GLA's Monitoring Officer to promote, monitor and report on the compliance of our Members and staff with the high standard of ethical conduct we expect of them. The Monitoring Officer works with our elected politicians and chief officers to fulfil this statutory role.

Detailed information about the Mayor’s Office for Policing and Crime and the Deputy Mayor for Policing and Crime complaints procedure can be found in the guidance for MOPAC complaints document.

You can make a formal complaint to the Monitoring Officer if you believe one of our Members has breached the GLA’s Code of Conduct. For more information you can review the Monitoring Officer’s decisions on the complaints received and their annual report.

Detailed information about the GLA complaints procedure can be found on the member complaints page.

Comment about MOPAC staff

If you wish to submit a comment or question about MOPAC, or are unhappy with the conduct of a member of MOPAC staff, please email [email protected] or write to the us at:

Mayor's Office for Policing and Crime
City Hall
The Queens Walk
London
SE1 2AA

Or by telephone: 0207 983 4010

Find out how your complaint about MOPAC staff will be handled

We hope you have no reason to complain about the work of MOPAC: our customer service, policies or our staff. But, if you do feel unhappy please let us know and we will try to put things right. 

Once your complaint has been received it will enter the three-stage MOPAC complaints process. If you are unhappy with our initial response you have the option of escalating your complaint further. 

Stage 1

When the reasons for your complaint are clear and no detailed investigation is needed, we’ll speak to the member(s) of staff concerned to discuss your concerns. We will then try and get back to you quickly with any further information or an explanation.

Stage 2

Complaints about MOPAC staff requiring investigation will be passed onto the Head of Workforce and Professional Standards. They will seek to address your concerns with the individual or team(s) responsible, resolve any points of dispute or concern, and ensure that appropriate measures are taken to prevent a similar problem occurring in the future. We will inform you of the outcomes of any action taken following your complaint or give you guidance on how to progress your complaint if it is outside our control.

Stage 3

If you are unhappy with the response that you receive at Stage 2 you can request that your complaint be referred to the MOPAC Chief Executive Officer (CEO) who will further review the circumstances of your case. Again, you will be informed of the outcome of this investigation. The CEO will also advise you of any specific action taken as a result of your complaint.

Find out how MOPAC deal with vexatious or abusive correspondence

We aim to deal with all correspondence and complaints equitably, but there will be occasions when individuals make unreasonable demands of MOPAC.

Our policy on dealing with abusive, persistent and vexatious correspondence and complaints outlines the circumstances when we may decline to investigate an item of correspondence or complaint.

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