Criticism of police letters to the public in Powys

Dyfed-Powys Police said residents found responses the force sent to them showed no empathy and used language which was difficult to understand.

The force said the issues were raised by the Residents' Panel and it will now take strides to improve the issue as a matter of urgency.

The report found that letters were impersonal, did not express empathy and the nature of the letter was described as "intimidating".

Christopher Salmon, the force's police and crime commissioner, said the force would learn from the findings.

He said: "A review of the public complaints process at Dyfed-Powys Police has resulted in a number of learning points and praise for other key elements of the system.

"The work, by an independent Residents' Panel, suggests improvements in the use of language by the Professional Standards Department when writing to the public.

"Letters to complainants were said to be impersonal and intimidating. They expressed no empathy with complainants – some words and phrases were seen as difficult to understand. The force plans to address the matter."

There was praise from the volunteer panel, which was formed by Mr Salmon, for aspects such as the comprehensive nature of some complaint reports.

In one instance, the panel reported: "It was an incredibly complex case which was very well timed and thoroughly dealt with."

Panel chair Anthony Richards said: "Our work means that the public themselves are scrutinising this complaints process."