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Make a complaint or give feedback

How to complain about us, our officers and staff, or the service we provide.

You can complain if:

  • You are not satisfied with the service you have received from us; or the way you have been treated
  • You think a police officer or member of police staff has not met our standard
  • You disagree with an aspect of how Surrey Police is run. This is a “direction and control issue” and might cover an operational management decision, general policing standards, or a specific policing policy

We expect our police officers and police staff to:

  • Act with honesty and integrity, fairness and impartiality
  • Treat members of the public and colleagues with respect
  • Not abuse their powers and authority
  • Act in a manner that does not discredit or undermine public confidence in the police service

Our complaints procedure is overseen by the Independent Office for Police Conduct (details below).

Offering feedback & making a complaint.






I'd like to thank a Surrey Police officer, member of staff, contractor or volunteer.

DD/MM/YY

I'd like to thank a Surrey Police borough or team.

I'd like to thank Surrey Police in general.





I'd like to make a complaint about a Surrey Police officer, member of staff, contractor, or volunteer.

You are about to start the formal process of making a complaint about a Surrey Police officer, representative, or member of staff. We take this very seriously, so please provide as much information as you can to help us with our investigations.



Tell us about a poor service that you've received.

This form is to let us know about a poor service you've received from us.

And finally...

Just a few details about yourself




Your complaint will be assessed in line with the IOPC statutory guidance to decide the most appropriate way to record and resolve your concerns.

If we decide not to record your complaint you will be told why, and you can appeal this decision to the IOPC.

If your complaint is about the Chief Constable, it will be passed to the Police and Crime Commissioner.

Otherwise your complaint will be recorded by the Professional Standards Department (PSD) and will be subject to either a local resolution OR a PSD investigation. PSD keep a central register of all complaints regardless of who resolves them.

In most cases a local resolution is appropriate. You will be contacted by a local supervisor to discuss your complaint. The resolution could include an explanation of police action, and words of advice or feedback being given to the officers or staff involved. We may also take other actions depending on the circumstances.

Your complaint will be investigated by PSD if it is more serious, if your complaint could lead to further proceedings (either criminal or disciplinary) against the person being complained about OR if there could be a breach of articles 2 or 3 of the European Convention on Human Rights. The Professional Standards Department is independent from local management within Surrey Police. PSD will make proportionate enquiries to allow the investigating officer to give an opinion, on the balance of probabilities, whether the complaint is upheld.. We will write to you to inform you of our decision.

The IOPC are the independent public body which oversee complaints about the police and related investigations. You can complain directly to the IOPC and it must, by law, forward the complaint back to the force involved for consideration. This can be a lengthy process due to the high number of complaints made directly to the IOPC.

We must also refer certain serious complaints or incidents (for example deaths in, or following, police contact) to the IOPC for them to decide how best to deal with the matter. The IOPC may conduct an independent investigation using their own investigators; or they may manage or supervise a police investigation into the matter.

The IOPC are the independent public body which oversee complaints about the police and related investigations. You can complain directly to the IOPC and it must, by law, forward the complaint back to the force involved for consideration. This can be a lengthy process due to the high number of complaints made directly to the IOPC.

We must also refer certain serious complaints or incidents (for example deaths in, or following, police contact) to the IOPC for them to decide how best to deal with the matter. The IOPC may conduct an independent investigation using their own investigators; or they may manage or supervise a police investigation into the matter.

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