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Media enquiries

NCA’s press office deals with enquiries from the media on all aspects of the agency’s work.

There will sometimes be time sensitive or operational reasons which limit the information we are able to provide but we will always do our best to help.

Please note that the service provided by the press office is for use by journalists only. To submit a query, complete the form below. Requests submitted are NOT monitored outside of office hours.

The press team is contactable by phone on +44 (0) 20 7979 5835. Outside office hours, this number will connect to an on-call press officer, available for urgent enquiries only.

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How can we help?

Please tell us why you’d like to contact the NCA

Complaints

We do our utmost to provide the public with the best possible service, and to act professionally and courteously at all times. If however you're not satisfied with the service we provide or the conduct of an NCA officer you are entitled to make a complaint.

Reporting a Crime

The NCA does not accept reports of crime from members of the public.

If you wish to report a crime you should contact your local police force on 101. You can also make a report to Crimestoppers online or by calling 0800 555 111. If you require emergency assistance always contact 999.

Complaints

The NCA is only able to investigate complaints which appear to disclose any failure by an employee of the NCA to observe the code of conduct which regulates NCA behaviour. Any complaints regarding the alleged failure of an NCA officer to observe the code of conduct will be assessed in accordance with NCA (Complaints and Misconduct) Regulations 2013.

If your complaint relates to a police force or an organisation other than the NCA you should contact that police force or organisation direct or the relevant oversight body.

The NCA is unable to investigate complaints about police forces, other organisations their officers or staff.

How to make a complaint

To make a complaint (or to request a review of how your complaint was handled) please complete a document complaint form (278 KB) and email it to the Professional Standards Unit.

Alternatively you can post the completed form to:
Professional Standards Unit
PO Box 58358
London
NW1W 9LA

Telephone: 0207 238 4001

You may ask to speak directly with a member of staff who will be able to talk you through the process.

Next steps

Once we have received your complaint we will inform you of how we intend to resolve the matter and how it was concluded. If you're dissatisfied we will inform you of your rights of appeal.

Who can make a complaint in England, Wales and Scotland

You can make a complaint if you are:

• The person in relation to whom the alleged conduct occurred;
• Any other person who claims to be adversely affected by the alleged conduct;
• Any person who claims to have witnessed the alleged conduct.

Northern Ireland

To make a complaint about an NCA officer in Northern Ireland please submit it to the Police Ombudsman of Northern Ireland (PONI) directly. You can do this:

• Online via the website
• Telephone - please call 0845 601 2931
• Fax - 028 9082 8659
• Email info@policeombudsman.org - this email address is being protected from spambots. You need JavaScript enabled to view it. By post or in person at the following address: Police Ombudsman of Northern Ireland, New Cathedral Buildings, St Anne’s Square, 11 Church Street, Belfast BT1 1PG

PONI offices are open between 9am and 5pm, Monday to Friday. Please call 0845 601 2931 to make an appointment.

If you have a solicitor they can contact the PONI regarding your complaint.

If you're in prison and have a complaint about the conduct of an NCA officer you can write directly to PONI. Prison staff will treat your letter as confidential.

Complain via a third party

You may also submit a complaint via the Independent Office for Police Conduct (IOPC) in England and Wales or the Police Information Review Commission (PIRC) in Scotland, who will route it directly to this agency without considering the content.

Should you feel unable to make the complaint yourself you may use the services of a third party such as the Citizen’s Advice Bureau, a friend, another family member or a solicitor. In this case you must provide them with your written authority to act on your behalf.

Report fraud by an NCA officer

If you suspect an NCA officer of committing fraud please report it by following the complaints process outlined above or by calling us on 0207 238 4001.

Alternatively, please report to Action Fraud.

Oversight of complaints

The oversight bodies for complaints about the conduct of an NCA officer are the:

1. Independent Office for Police Conduct (IOPC) for England & Wales;
2. Police Information Review Commission (“PIRC”) for Scotland, and
3. Police Ombudsman for Northern Ireland (“PONI”)

Any complaint received by the NCA will be handled in accordance with the requirements of one or other of the oversight bodies.

England, Wales

In England and Wales, a public complaint will be handled in accordance with the pdfNCA Complaints and Misconduct Regulations (966 KB) . The IOPC has also issued bespoke guidance on the application of these Regulations to the complaints process.

Scotland

In Scotland, a public complaint will be handled by PIRC in accordance with Police, Public Order and Criminal Justice (Scotland) Act 2006 as amended by the Police and Fire Reform (Scotland) Act 2012.