Independent panel identifies progress and persistent gaps in police complaint handling
Independent scrutiny highlights improvements while urging stronger communication and victim support.
An independent panel reviewing how Avon and Somerset Police handles public complaints has published its latest quarterly report, highlighting both encouraging progress and areas where improvements are still needed.
The Independent Scrutiny of Police Complaints Panel (ISPCP) reviewed a number of cases during the final quarter of the year, providing independent oversight of how complaints are investigated and resolved. The findings show improvements in the quality of some investigations, while also identifying examples where communication with victims and safeguarding could have been stronger.
Focus on Male Violence Against Women and Girls
This quarter, the Panel paid particular attention to complaints linked to Male Violence Against Women and Girls (MVAWG). Members examined 28 cases, looking closely at whether victims received appropriate support, whether communication was clear and respectful, and whether investigations were carried out in a timely and trauma-informed way.
These factors are vital in helping victims feel heard, supported and confident when raising concerns about police conduct.
Examples of good practice
Alongside its scrutiny, the Panel also highlighted positive examples of policing practice. In several cases, members praised officers for carrying out thorough investigations and communicating with victims in a compassionate and professional way.
The panel noted:
“Examples of strong practice included thorough and well-evidenced investigations, compassionate and human-centred communication, clear timelines, and transparent reasoning for outcomes.”
Where improvements are needed
However, the report also identifies situations where the standard of service fell short of what the public should expect. In one case, panel members found that the outcome letter sent to a victim was unclear and failed to properly address the concerns raised:
“The final letter to the victim was very unclear and poorly written. None of the complaints were fully answered.”
Another case involving a vulnerable young woman highlighted the importance of strong oversight. The report noted that key support may not have been put in place without the intervention of a senior officer:
“Without the Detective Inspector noticing this omission, important support for the daughter may not have been put in place.”
In several entries, the Panel also questioned the tone used in written communication, with one member commenting:
“I do not feel this language is trauma-informed or professional.”
Perhaps the most striking reflection from this quarter highlights the real impact these experiences can have on victims:
“It is concerning that an already distressed and traumatised victim should have had to experience such a poor service.”
Ongoing oversight and improvement
The report also includes an update from the police Professional Standards Department (PSD) on complaint levels and outlines new leadership roles intended to strengthen oversight and improve consistency in decision-making.
Panel members also discussed recent Government announcements about potential changes to policing governance. They emphasised the importance of making the most of the remaining period of the current Police and Crime Commissioner (PCC) structure while preparing for possible future reforms.
Overall, the report reflects a constructive approach to scrutiny -recognising improvements while continuing to challenge areas where change is needed.
By providing independent oversight and highlighting both strengths and weaknesses, the Panel aims to support ongoing improvements in how complaints are handled and ultimately strengthen public trust and confidence in policing.
Read the full ISPCP Q4 report here.