Reporting crime online

Meeting: 
MQT on 2014-09-17
Session date: 
September 17, 2014
Reference: 
2014/3349
Question By: 
Joanne McCartney
Organisation: 
Labour Group
Asked Of: 
The Mayor
Category: 

Question

A number of my constituents have raised concerns that complaints reported online using the Met complaints page (https://secure.met.police.uk/complaints/) have been lost and not responded to. When chasing the complaint, the constituent has been told that this is a common occurrence. Please will you look into this issue and make reporting complaints online process simpler, removing the need for members of the public to chase their complaint and ensure that each complaint submitted is taken seriously and dealt with thoroughly and efficiently.

Answer

Answer for Reporting crime online

Answer for Reporting crime online

Answered By: 
The Mayor

Firstly I have been assured by the MPS that every complaint received is taken seriously and they endeavor to deal with them as thoroughly and efficiently as possible.

There are approximately 300 complaints per month submitted via the MPS Complaints page and assessed by a team of sergeants. The IPCC guidance is that this should be done within 10 working days and the complainant contacted.

The issue of missing complaints is not something that the Directorate of Professional Standards is aware of, and the MPS will undertake a review of the online reporting system in conjunction with the Directorate of Information to identify if the process can be simplified, provide a clearer confirmation that the complaint has been received and more accurate information to the complainant on expected waiting time for a response. 

If you are aware of specific complaints, I would be happy to ask the MPS to look into these.