COMPLAINTS recorded by police in Avon and Somerset saw the largest decrease of any force in the country last year, with a 12 per cent drop in 2016/17.

The figures, released by the Independent Police Complaints Commission, show that 1,019 complaints were made to the force, 88 less than 2015/16.

But on a national level, they show that police forces across England and Wales remain inconsistent in their approach to handling complaints made by the public, with 34,103 being made, an almost identical figure to last year.

However, there is a great deal of variation between forces, both in the number of complaints and the way they are handled, with one the main areas of consistency being that the number of recorded complaints do not reflect the whole picture, with some forces trying to address issues before they are formally recorded.

The report also highlights that when complaints are recorded, some forces choose to formally investigate most of them, while others use the less formal ‘local resolution’ process in the majority of cases

Of the complaints finalised by Avon and Somerset in 2016/17, 41 per cent were investigated by the force, while 46 per cent were dealt with the local resolution.

Significant changes to the complaints system are expected to be introduced in 2018, including a greater role for police and crime commissioners, who will decide on appeals that do not go to the IPCC.

The IPCC has repeated its call for the system to be simplified, and for a consistent approach to complaints and complainants across forces, with chairman Dame Anne Owers saying that the public need to have a high level of confidence in the system.

She said: “If they complain about their local police force they should be assured that it will be dealt with robustly and fairly.

“The current system is extremely complex and bureaucratic and this has led to some of the inconsistencies we have recorded year on year.

“It is also not sufficiently independent, since some dissatisfied complainants can only appeal to the force that rejected their complaint in the first place.

“While some local variation is unavoidable, it is clear that some forces need to look closely at their own performance and approach, where it is clearly at odds with the norm.

“It is welcome that some forces have done this during last year, sometimes with the assistance of our own oversight team.

“The new system will be simpler and more flexible, and will also provide an independent appeal right for everyone, either to the IPCC or to a Police and Crime Commissioner.

“This is welcome, but we will still need to ensure that complainants throughout the country can be assured that their complaints will be handled appropriately and thoroughly.

“We look forward to working with police and crime commissioners as they take on greater responsibility for complaints in their areas, to share knowledge and ensure effective and consistent oversight of the police complaints system.”

Avon and Somerset PCC Sue Mountstevens said: “I want all local people to know if they choose make a complaint because they are unhappy with the service they’ve received or the way their case has been handled, that it will be taken seriously and looked into.

“It is important residents have the highest levels of confidence in the complaints system and know their complaint will be dealt with appropriately.

"Part of this is ensuring that the system is simple and consistent, when people want to contact their policing service.

“As of next year, changes to the police complaints system will see appeals that do not go to the IPCC come to my office and I hope for them to be dealt with by my Independent Residents’ Panel.

"I’ve no doubt this will help local people’s confidence in the complaints process and I welcome this decision.”

For a full breakdown of the complaints statistics for 2016/17 please click here for the full report:
http://www.ipcc.gov.uk/sites/default/files/Documents/research_stats/complaints_statistics_2016_17.pdf