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Quality of service

We deal with a wide range of enquiries from you, the public. Some are straightforward and can be resolved immediately over the telephone, at a police station or through other contact points. Others need further investigation or the benefit of specialist knowledge or expertise before they can be resolved.

At City of London Police, we take pride in providing a high quality of service to you regardless of why or how you have made contact with us. We cannot guarantee that we will always be able to solve every crime or incident that you report to us. However we are committed to providing a service that responds professionally and appropriately to your particular needs. We want you to feel satisfied that we have provided the highest quality of service and that we value you as our customers and take all your concerns seriously.

The level of service you can expect when you have contact with City of London Police

We will provide excellent customer service by:​

Making it easy to contact us

Providing accessible and responsive services

Providing a professional and high quality service

Providing appropriate help and advice

Dealing with your initial enquiry

We will always give priority to emergencies. However, whatever the reason is for you making contact with us, we will ensure that we take the appropriate steps to deal with your enquiry as soon as possible. For example we will explain how we are going to deal with your query and provide you with a reference number where necessary. Where it is also necessary for a member of staff to visit you or for you to visit a police station, we will arrange a mutually convenient time for this wherever possible. We may refer you to an alternative organisation, for example your local authority or transfer you to a specialist department.

Keeping you informed

We recognise the importance of being kept up to date on the progress of your enquiry. We will provide you with the relevant contact details for the individuals who are leading on your case as well as updating you on the progress of your case at a mutually convenient time and in an agreed way.

If we have not already been in touch with you, we will contact you monthly to let you know whether we are still actively investigating your case and when we will review that decision. If we are not investigating we will explain the reason for that decision.

Ensuring your voice counts

There are a number of ways you can have a say in how the City of London is policed. We want to work with you to tackle crime and disorder, and you can play an active role in tackling these problems. We are committed to listening to what you have to say and in order to help us improve the service we provide we want to know your views. We will publicise widely a range of ways to obtain your feedback and we will also publish regular updates about what is being done to improve services.

Dealing effectively with victims of crime

If you are in contact with us because you have been a victim of crime we understand that this can be a very distressing experience, which can affect people in a variety of ways. We will comply with the specific commitments under the Code of Practice for Victims of Crime. We will provide you with updates at regular intervals during our investigation into your case. We will inform you when a suspect has been arrested, charged, bailed, notifying you of their bail conditions, and our decision regarding case disposal. We will assign a family liaison officer to families of victims of murder or manslaughter. We will put you in contact with Victim Support (unless you ask us not to) once you have reported your crime. We will take all reasonable steps to identify vulnerable or intimidated victims and offer them an enhanced service.

Visit our victim and witness support pages​

Listening and responding to your concerns and complaints

If you are dissatisfied with the service you receive from us, we are committed to listening to your concerns and complaints so that we can improve our services in the future.

Make a complaint

Dealing with Freedom of Information requests

We are committed to complying with the Data Protection and Freedom of Information Acts. We will respond to any appropriate request for personal information within 40 calendar days We will respond to any request for any other information within 20 working days We will ensure that any information on our website is accurate and kept under review

Frequently asked questions:

Ask the Police

This database deals with all sorts of queries from questions about crime prevention to road traffic issues and anti-social behaviour.

Visit Ask the Police

Do you just want to know who your local community policing team and how to contact them? 

Information can be found in our Community Policing section.

​Have you been a victim of crime and want to know what services you can expect from us? 

The Code of Practice for Victims of Crime sets out our obligations to you.

Visit Gov.uk to find out more.

Do you want to request information under the Freedom of Information Act?

Visit our Freedom of Information pages.

Do you want to know what information City of London Police holds about you? 

Visit our Data Protection page.​​



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