Application for a Complaint Outcome Review
If you are unhappy about how the Metropolitan Police Service (MPS) handled your complaint or the outcome they reached, you can apply for a review.
The Mayor’s Office for Policing and Crime (MOPAC) can only review your complaint if it was made after 1 February 2020 and the MPS have informed you in your outcome letter that MOPAC are the relevant review body.
It is important to understand that MOPAC cannot reinvestigate your complaint. We can only assess whether the handling or the final outcome of your complaint was reasonable and proportionate.
MOPAC must receive your application for a review within 28 days of the day after the date stated on your outcome letter. For example, if your letter is dated 1 April, you must ensure that we receive your review request by 29 April. Please ensure you only do this once for each review request.
The information you provide to MOPAC will be stored on our secure system. The content of your email to us and details of your review may be shared with the MPS and the Independent Office for Police Conduct (IOPC).
For information about how we handle your personal information, please read our privacy notice.
What happens after I've requested a MOPAC review of my complaint?
MOPAC will consider if we are the Relevant Review Body for your review. Sometimes, we may feel that the complaint should be considered by a different organisation - such as the IOPC.
When considering your review, we will take into consideration why you are unhappy with the handling or outcome of your complaint – so it is important that you explain why you are unhappy about how the MPS handled your complaint or the outcome they reached when you request your review.
Once we have collected the information we need to review your complaint we will inform you if the review is valid, and if we are the Relevant Review Body.
We will then look at whether the complaint handling and outcome of your complaint was reasonable and proportionate and provide you with a decision letter explaining our thoughts.
Further information about the police complaints process
The IOPC oversees the police complaints system in England and Wales.
If you would like to find out more about the police complaints process, please visit the Independent Office for Police Conduct's website.
Alternatively, you can visit the Metropolitan Police Service website for further information about how they handle complaints.
Accessibility
We aim to ensure that this service is as accessible as possible. If you have any difficulty completing your review request or you require any adjustments to support you through the review process, please outline these in an email to the Police Complaint Reviews Team on [email protected].
FAQs
The Metropolitan Police Service (MPS) work hard to deliver law enforcement across 32 London boroughs. Despite striving to provide a high standard of service to London communities, there may be occasions when a member of the public feels dissatisfied with the service they have received and wishes to make a complaint.
Below are some frequently asked questions about how to make a complaint to the Metropolitan Police Service, and the role of MOPAC in reviewing complaints.
Submit a complaint
If you would like to request a review of your complaint, please email [email protected] and:
- Include your name and the Metropolitan Police Service reference number
- Attach a copy of the outcome letter sent to you by the Metropolitan Police Service
- Tell us why you are unhappy with the handling and outcome of your complaint
We will send you an acknowledgment within five working days.
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