Complaint Handling Reviews

The Complaints

The complaints in this case arose following the applicant challenging another passenger about the noise they were making on a train. The conductor and railway hospitality trolley steward identified the applicant as the principal perpetrator of the disagreement, reported the applicant to BTP and moved the other passenger to a different train carriage. A BTP officer identified that the applicant had autism and dealt with the matter by recording the applicant’s report about the other passenger and warning the applicant about his conduct. 

We have reviewed the handling of three complaints, namely: 

1. an officer discriminated against the applicant due to his autism;

2. an officer should have spoken to the other male involved in the incident on the train; and

3. it was inappropriate for the officer to tell the applicant that the train staff would make a report against him as he was the victim.

British Transport Police Findings

BTP did not uphold any of the applicant's complaints. 

Our Findings

We have found that BTP handled complaints 1 and 3 to a reasonable standard but no so complaint 2. 

Consequently, we have made a recommendation and identified a learning point to address the shortcomings in the handling of the complaints. In summary, we have recommended that BTP re-assess the information available; and issue the applicant with a fresh response which clearly states whether the applicant’s complaint is upheld and provides a clear rationale for any determination reached. In relation to our learning point, we have asked that all BTP complaint handlers are reminded of the requirement to follow PIRC Statutory Guidance when dealing with complaints originating in Scotland. 

Our recommendation and learning point should be implemented by BTP within two months of the date of this report. 

Outcome

British Transport Police implemented a recommendation and one learning point in this case. In doing so, British Transport Police conducted further enquires and provided the applicant with a further well-reasoned response explaining why one complaint remained not upheld. British Transport Police identified learning for the complaint handler who accepted the learning.

Police Bodies: British Transport Police (BTP)