Complaint Handling Reviews

The Complaints

The complaints in this case arose after nine male police officers forced entry to the entry through her locked front door to execute a drug search warrant. The applicant was not charged with any offence following the search. We have reviewed the handling of five complaints, namely that: 

1. despite knowing the applicant lived alone, no female officers attended her address, with around eight male officers forcing entry to her property;
2. officers did not announce themselves as police when forcing entry to the applicant’s address, causing her fear and distress;
3. an officer spoke to the applicant in a derogatory manner about where she is from and her mental health;
4. an officer was uncivil and made inappropriate comments about an individual known to the applicant; and
5. an officer picked up the applicant’s doorbell CCTV and turned off the recording.

Police Scotland's Decision

Police Scotland upheld complaint one. The remaining complaints were not upheld.

Our Findings

We have found that Police Scotland handled all of the applicant’s complaints to a reasonable standard. 

However, we have made two recommendations for Police Scotland to address shortcomings in the handling of the complaint 1, and the recording of complaint 3. We have also identified three learning points for Police Scotland in respect of identification of learning opportunities, case categorisation and the information to be included in the complaint response. 

Our recommendations and learning points should be implemented by Police Scotland within two months of the date of our report.

Outcome

Police Scotland implemented two recommendations and three learning points in this case. In doing so, Police Scotland reassessed the applicant’s complaints to identify the appropriate complaint categories and subject officers. As a result of this, individual learning was identified for the officers subject of the complaints. This was in addition to the learning points identified in our report. All learning identified as a result of these complaints was circulated and acknowledged appropriately.

Police Bodies: Police Scotland