About us 

Quality of Service

Quality of Service manages any external and internal communication to Thames Valley Police about its service delivery.

[image: Valerie Copping]This communication can be written, verbal or electronic, both negative and positive. Thames Valley Police service standards are outlined in the national 'quality of service commitment', which we adhere to.

The head of the Quality of Service department is Val Copping. Val originally joined Thames Valley Police in 1995 as Business Manager for Witney Police Area. She subsequently joined Southern Oxfordshire Police Area before becoming the Force’s Quality and Performance Manager in 2003. Val was appointed Head of Quality of Service in 2005.

Quality of Service aims to:

  • Ensure that customer care across Thames Valley Police is consistent and of high quality.
  • Ensure that standards of practice meet the requirements of the Quality of Service Commitment (PDF 47 Kb - opens new window), The Victims Code (opens new window) and The Witness Charter (opens new window).
  • Ensure that there is equality of access to services.
  • Ensure that organisational complaints are dealt with to the public and stakeholders' satisfaction, and to enable the organisation to learn from them.
  • Provide a specific point of contact for the organisation to receive all complaints both external and internal about the quality of service delivery by Thames Valley Police.
  • Provide a quality coordinated investigation and response service to all communications received by Thames Valley Police concerning service delivery, call handling and the resourcing of responses to incidents.
  • Perform a monitoring function on the response made to complaints on Local Policing service delivery by Thames Valley Police Basic Command Units, Local Police Areas and Operational Command Units.
  • Assist in providing the knowledge and understanding to inform decisions about actions aimed at improving service delivery across Thames Valley Police.
  • Provide Forcewide guidance on the implementation and delivery of a professional, high quality, citizen focused front counter service at our police stations and offices.

Making a complaint

Thames Valley Police takes complaints very seriously. Please contact us if you’re unhappy with the service that you’ve received, or wish to raise an issue.

Further information

Useful information