Complaint Review Process

Our Ref: NY10498

Date: 19/05/2026

Freedom of Information request reference number: NY10498
I write in connection with your request for information that was received by the York and North
Yorkshire Combined Authority, Policing, Fire and Crime Directorate (PFC) 18 April 2026

Request:
Please provide the following information for the period 1 April 2023 to 31 March 2025:

1. Complaint Reviews
• The total number of complaint review applications received by the Office of the
Police, Fire and Crime Commissioner
• The total number of complaint reviews completed
2. Outcomes of Reviews
For completed reviews, please provide a breakdown of outcomes, including:
• Number of reviews where the outcome was found not reasonable and
proportionate (upheld)
• Number of reviews where the outcome was found reasonable and proportionate
(not upheld)
• Number of cases where the review resulted in further action being
recommended, including referral back to the Professional Standards Department
(PSD) for further investigation or reconsideration
• Any other outcome categories used (e.g. withdrawn, invalid)
3. Review Body
• The number of cases where the Office of the Police, Fire and Crime Commissioner was the relevant review body
• Where recorded, the number of cases where the Independent Office for Police
Conduct was the relevant review body
4. Escalation / Referrals to the IOPC
• Where recorded, the number of complaint or conduct matters that were referred
to the Independent Office for Police Conduct (IOPC), including both mandatory
and voluntary referrals
• Please distinguish between mandatory and voluntary referrals where this
information is held
5. Further Action Following Review
• The number of cases where, following a review, the OPFCC recommended
further investigation, reconsideration, or other action by the police force
6. Staffing and Review Process
• The number of individuals responsible for conducting complaint reviews
• Their job titles or roles
• Whether they are employees of the OPFCC, external contractors, or independent
reviewers
• The name of any organisation or company providing complaint review services,
where applicable
• If reviews are conducted by individual contractors rather than an organisation,
please confirm this and provide any recorded information held regarding their
role, qualifications, professional accreditations, experience, or professional
background
• Any recorded information (e.g. policies, procedures, or organisational
documents) describing how complaint reviews are allocated and conducted
• Any recorded information, including policies, procedures, guidance, or workflow
documents, describing how complaint reviews are conducted, including how
evidence is considered, how decisions are reached, and any stages of the review
process.
7. Time Taken
• The average and/or median time taken to complete complaint reviews during the
period
8. Audit and Quality Assurance
• Any recorded information describing auditing, quality assurance, supervision, or
oversight of complaint review decisions, including those where complaints were
not upheld
• The number of complaint review decisions that were subject to audit, quality
assurance checks, or supervisory review during the period
• Details of any policies, procedures, or guidance relating to the auditing or quality
assurance of complaint review decisions
9. Governance and Oversight of Review Decisions
• Any recorded information describing whether complaint review decisions are
subject to discussion, oversight, or scrutiny by any board, panel, committee, or
senior management process including the Commissioner
• Details of any formal meetings, panels, or governance structures where
complaint review decisions are reviewed, discussed, or evaluated
• Any policies, procedures, or governance documents describing how complaint
review decisions are supervised or reviewed beyond the individual reviewer
Please provide the information in a tabular format where possible.

Response:
To locate the information relevant to your request searches were conducted within the PFC.

I can confirm that the information you have requested is held by the PFC.

I have today decided to disclose the located information to you within a PDF Document – NY10498 FOI Response 19.05.2026

Please note that systems used for recording information are not generic, nor are the procedures used locally in capturing the data. It should be noted therefore that the PFC’s response to your questions should not be used for comparison purposes with any other responses you may receive