Listening, learning, acting: How complaints help shape policing

As your Police and Crime Commissioner, one of the most important parts of my role is making sure that your voice is heard. Including when things go wrong.

Policing is a public service and like any public service, it must be accountable. That’s why there is a clear and accessible complaints process in place for anyone who feels let down, mistreated, or concerned about the actions of Cheshire Constabulary or its officers.

Raising a complaint is not about being difficult. It’s about demanding better. It’s about ensuring that standards are upheld, that mistakes are acknowledged, and that lessons are learned. When people take the time to speak up, they’re helping to improve the system for everyone.

If you have a complaint about the police, the first step is to contact Cheshire Constabulary directly. They have a dedicated Professional Standards Department that investigates complaints about conduct, service and behaviour. However, if your complaint relates to the Chief Constable, you can write directly to me.

Every complaint is an opportunity to reflect, improve and rebuild trust. It’s important that Cheshire Constabulary treat complaints seriously. Whether it’s a concern about how an incident was handled, the way someone was treated, or a broader issue around policing culture, I want people to feel confident that their voice matters.

But accountability isn’t just about responding to complaints. It’s about learning from them and implementing continuous improvement. My office regularly reviews complaint trends, identifies areas for improvement and works with the Constabulary to ensure that changes are made where needed. This is how we drive progress, not just case by case, but across the board.

You can find full details of the complaints process on my website, including how to contact my office directly, to look at your statutory right to review your complaint.

Policing must be accountable to the people it serves. As your Police and Crime Commissioner, I’m here to make sure that accountability is not just a principle, but a practice.