Professional Standards

Close up photo of the back of an officer's uniform showing Heddlu and Police wording in white stitching

The Professional Standards department is responsible for dealing with complaints about police officers and staff from the public and colleagues, and investigating misconduct within the force.

We are fortunate to have supportive communities helping us to keep South Wales safe, and we expect our staff to act with integrity and professionalism so you receive a high quality service and have a police service you can be proud of.

We want all members of the public, including colleagues, to feel they can report any malpractice or dishonesty openly, with the support of South Wales Police.

How can I make a complaint?

To make a general complaint about South Wales Police, a complaint about the service you received from South Wales Police, or an integrity issue about a member of the force, please complete our Complaints Form.

If you believe our service fell short and wish to make a complaint, we are sorry you have reached this point.

By post:

Write a letter to:

Professional Standards Department
South Wales Police Headquarters
Cowbridge Road
Bridgend
CF31 3SU

By phone:

Use the 101 non-emergency telephone number or the Independent Police Complaints Commission on 0845 300 2002

South Wales Police employees can also use the ‘Integrity Line’ to report any concerns. Call 02920 571599.

In person:

You can complain in person at any police station

By a third party:

You could ask someone to make your complaint on your behalf, but we will need a copy of your authorisation in writing.

For example, you could contact your solicitor or MP or local Assembly Member.

Alternatively, you could visit your local Citizen’s Advice Bureau or other Gateway organisations such as Race Equality First.

You can also contact the Independent Police Complaints Commission to make a complaint. If you complete their online form they will send it to us, without seeing or reading it, on your behalf.

What happens next?

The Professional Standards  South-Wales-Police-Complaints-Charter1.pdf (952 downloads) explains what you can expect after making a complaint.

Led by Chief Superintendent Tim Jones, the team is made up of experienced investigators and police staff.

They work closely with local officers and the Independent Police Complaints Commission. The information gained from complaints is used to help improve our service. If there are lessons to be learnt, these are shared across the organisation to help us get it right next time.