As Police and Crime Commissioner for Devon, Cornwall, and the Isles of Scilly, my job is to make sure our police force is delivering the best possible service to our communities. An important part of that role involves holding the Chief Constable of Devon & Cornwall Police to account — making sure the organisation is effective, efficient, and, most importantly, that they have the trust of the people they serve.
Scrutinising the police isn’t about pointing fingers; it’s about ensuring high standards. Policing is a difficult job, and public trust is essential. If things aren’t working as they should, it’s my responsibility to be a critical friend, challenging the force and pushing for improvements.
It is also my duty to be the voice of the public in policing, and I owe it to you all to speak out when difficult issues need to be addressed.
A recent piece of scrutiny work by my office has looked at how complaints from the public are handled, which has been a concern of mine for some time now, as I receive regular contact from the public about delays in their complaints being dealt with.
The people of Devon, Cornwall and the Isles of Scilly, who pay for the police force who serve them, need to feel confident that if they raise a concern, it will be taken seriously, dealt with fairly, and — crucially — that the police will learn from mistakes. Unfortunately, that hasn’t always been happening.
The publication of the annual Specified Information Order (complaint handling) report is a statutory requirement as part of my role in scrutinising Devon & Cornwall Police. It assesses the effectiveness and efficiency of complaint handling from the beginning of April 2023 to the end of March 2024, and follows significant investment for improvements after areas of concern were highlighted in an independent review in 2023.
In this report, I have made it clear that I am deeply disappointed with the way complaints have been dealt with during this time. Among other failings, my office found the force has not met its statutory requirements to deal with complaints in a timely manner, and found no real evidence that the force was learning from complaints or from reviews of complaints carried out by my office.
The good news is I believe we will see positive change. Chief Constable Vaughan has acknowledged the scale of the problem and is taking action to fix it, and I’ll be monitoring progress closely to make sure that happens.
Holding the police to account isn’t just about complaint handling — it’s a much broader process. My office uses several key tools to scrutinise the force:
- Performance reviews – We assess how well the police are performing in key areas, from response times to crime-solving rates.
- Focused inspections – We utilise reports from his Majesty’s Inspector of Constabulary and Fire and Rescue Service to help us understand what needs investment or celebration.
- Listening to the public – We actively seek feedback from residents through surveys, meetings, and direct communication.
- Working with oversight bodies – We receive reports on the level of complaints received via the Independent Office for Police Conduct (IOPC) and consider recommendations in their themed national reports and consider recommendations in its themed national reports.
Beyond policing, my office also looks at the wider criminal justice system. I am chair of the Local Criminal Justice Board (LCJB), a forum in which local organisations come together to make improvements to the criminal justice system. The board is made up of the Office for the Police and Crime Commissioner; Devon & Cornwall Police; the Crown Prosecution Service; His Majesty’s Courts and Tribunal Service; His Majesty Prison & Probation Service; the Youth Justice Service; the Legal Aid Agency; the Defence Community; the Voluntary, Community and Social Enterprise Sector; and the High Sheriffs of Devon and Cornwall.
The LCJB holds scrutiny panels that examine specific aspects of the system to ensure fairness and transparency.
One example is the Out of Court Resolutions (OoCR) Scrutiny Panel, which reviews cases that were handled outside of court — such as cautions or community resolutions. The panel, which includes legal experts, examines whether these decisions were appropriate and in line with national guidelines.
Another key area we focus on is ensuring that victims’ rights are respected. The Victims’ Code of Practice lays out clear rights for victims, including access to information, support services, and the chance to have their voice heard. Our scrutiny work ensures that these rights are being upheld.
This past year has been particularly challenging for Devon & Cornwall Police. Leadership issues have added pressure to an already stretched force.
Despite this, I remain optimistic. I believe the force can and will improve, and I am reassured that the willingness of Chief Constable Vaughan to work closely with me, as we present a united front to Devon & Cornwall Police and the residents of Devon & Cornwall, will bring about lasting, positive change and ensure we all have a police force we can trust and be proud of.