Complaints about individuals

If you want to make a complaint about the conduct of an individual police officer or member of our staff please complete the complaints about individuals form.


We would like to hear from you if:

  • You were the person directly involved in an incident 
  • You witnessed an incident
  • You were adversely affected by an incident
  • You are representing a person directly involved in an incident (as long as you have written consent)

Complain online

Online complaint form (complaint against an individual)

Complain by post

If you prefer to contact us in writing please include the following information together with your name and contact details:

  • What happened
  • When it happened
  • Where it happened
  • Who was involved
  • What was said or done
  • Whether there were witnesses and how they can be contacted
  • Details of any damage or injury 

Professional Standards Department,
British Transport Police,
25 Camden Road,
NW1 9LN.

Alternatively call 0207 830 8828 for more information.

Handling your complaint

We take an open and honest approach to policing the railways and strive to maintain the highest professional standards.

All complaints are taken very seriously. Our Professional Standards department (PSD) investigates complaints thoroughly, efficiently and impartially.

Under the Police Reform Act 2002, if a member of the public complains about an individual in our Force, we must respond to complaints following strict guidelines.
PSD assigns each public complaint to an investigating officer, or in less serious cases, refers the matter to the local police operational area to deal with. In certain cases the matter is referred to the Independent Police Complaints Commission (IPCC) which may decide to investigate themselves.
Investigators will submit a report with recommendations to the head of investigations within PSD and a decision is made in light of these recommendations. In criminal cases PSD refers the case to the Crown Prosecution Service, or in Scotland, the Procurator Fiscal.
PSD is overseen by external organisations to ensure the highest standards are maintained. These are: British Transport Police Authority Professional Standards Committee, IPCC, Police Investigations & Review Commissioner (PIRC) and Her Majesty’s Inspectorate of Constabulary.

You can also register your complaint directly with IPCC, PIRC or the British Transport Police Authority.