> About us > Complaints > The complaints procedure

Under the Police Reform Act 2002, complaints about the direction and control of British Transport Police (BTP) are treated differently to complaints about the conduct of police officers and police staff. The information here refers to our policy for dealing with complaints regarding the way BTP is directed and controlled.

Types of complaint

A complaint about the direction and control of BTP by a chief officer will be one about:

operational policing policies (where there is no issue of conduct)
organizational decisions that influence direction and control
general policing standards in BTP
operational management decisions (where there is no issue of conduct)

Who deals with complaints?

The chief constable and the British Transport Police Authority are responsible for dealing with complaints about the direction and control of the Force.

Handling of complaints

All complaints are recorded and forwarded to the chief officer or another individual acting on their behalf. To inform complainants of the findings a formal letter is sent detailing the decision that has been made. A formal meeting may also be arranged to provide the complainant with a full explanation of the decision. BTP treats all complaints very seriously and will provide a full explanation of the decision. If a review of a particular policy or procedure is required the complainant will be notified.

Witheld information

Information of a sensitive nature may not be passed on to the complainant.

Timings for complaints

Complaints are handled within 28 days of being recorded. If, as a result of a complaint, a BTP policy needs to be reviewed or changed, this could affect the time taken to reply. The complainant will be kept informed throughout the process and notified of any developments.

Information about complaints

BTP gives British Transport Police Authority management information four times a year about the direction and control complaints we receive. This is to ensure BTP’s performance is continually monitored and its service improved.

The role of the IPCC

The role of the IPCC is to make sure complaints against the police are dealt with effectively. The IPCC sets standards for the way the police handle complaints and, when something has gone wrong, helps the police improve the way they work.

British Transport Police Authority