The Complainant Satisfaction Survey allows people who bring complaints to the Police Ombudsman’s Office to express their views on the service they received.
Main Findings
- In 2025/26, the majority of complainants said they had spoken to a member of staff and of these; over eight out of ten felt that they were treated with respect, just over two thirds thought they had been treated fairly, just under eight in every ten thought staff were easy to understand and just under three quarters felt staff were knowledgeable.
- Complainants were more satisfied with the length of time taken to reply after they initially made their complaint, how clearly the process was explained to them and the clarity of correspondence than they were for other aspects of the process.
- Just over half of complainants reported that they understood the reason we gave for reaching the final decision about their complaint, and of these, three quarters accepted this decision.
- Half of the complainants thought that the Office dealt with their complaint independently (i.e. free from the influence of others).
- Just over half of complainants said they would contact the Office again if they had a new complaint
Accompanying Spreadsheet Complainant Satisfaction Report 2025/26.
The next Complainant Satisfaction Report will be published in June 2027.