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A report by the Independent Police Complaints Commission (IPCC), based on an analysis of race complaints dealt with by the Metropolitan Police Service (MPS), has concluded that in general these complaints were not handled in a sufficiently robust, fair or customer-focused way. It calls for a cultural change in the way the MPS deals with such complaints, supported by training, monitoring and community feedback. 

In April last year, following several high profile race related incidents, the IPCC announced it would conduct a review of how the force which is responsible for policing the UK’s most diverse city handled this kind of complaint.  The review monitored more than 60 referrals made by the MPS between 1 April and 31 May 2012. It also carried out a statistical analysis of all MPS racism complaints during 2011-12 and reviewed a sample of 20 of those complaints.

IPCC Commissioner Jennifer Izekor said: 

“Race has been, and continues to be, a critical issue for the Metropolitan Police Service. So, the way that it deals with complaints about allegedly racist behaviour by police officers is crucial to public confidence in policing among London’s diverse communities.

“This report shows that, though there are some examples of good practice, in general there is an unwillingness or inability to deal with these complaints robustly and effectively. Too often, complaints are dismissed without proper investigation or resolution, complainants are not properly engaged with, and lessons are not learnt. 

“This in part reflects poor complaints handling in general. But, in relation to race complaints, it can exacerbate a negative experience if the racial element is not properly addressed. It can also mean that officers are not held to account, or do not learn from their actions.

“We know that there is less confidence both in policing and in the complaints system among BME communities.  If the Metropolitan Police Service is serious about building that confidence, there will need to be a cultural change to complaints handling. 

“Our recommendations are designed to support that change, building on the good practice and guidance that exists. This will help ensure, as the MPS Commissioner has promised, that there is indeed zero tolerance for racist behaviour in the MPS.”

The report found that:

• Racial discrimination was only tackled robustly where it was both overt (use of racist language) and supported by independent evidence

• There was little evidence of efforts to explore allegations of racial discrimination with the complainant, or understanding of covert racism

• Quality of investigations was in general poor and little or no account was taken of IPCC guidance, especially where complaints were dealt with at borough level; if there were conflicting accounts, there was little attempt to look beyond an officer’s denial 

• Complaints resolution was delayed if there were related criminal proceedings, even for minor offences unrelated to the complaint

• The quantity and quality of communication with complainants was in general poor, especially at borough level – the majority of letters were poorly written, defensive and full of jargon

• There was too little evidence of a restorative approach, fixing what went wrong, identifying learning, or acknowledging a complainant’s legitimate perception.

The IPCC recommends the MPS focus on:

• Training and guidance for all those who deal with complaints from the public, whether at borough or DPS level

• A programme of dip-sampling by the MPS’ Directorate of Professional Standards and quality control of race complaints using some external expertise

• Promoting feedback at a local level through borough Commanders’ community networks

• Use complaints to effect changes in policing policy and procedure.

Notes to editors: For media enquiries please contact the IPCC press office on 020 7166 3028 or 3932

• Report on Metropolitan Police Service handling of complaints alleging race discrimination - Report

• Report on Metropolitan Police Service handling of complaints alleging race discrimination - Key statistical information