Complaint Handling Reviews

The Complaints

The complaints in this case arose following the applicant’s report of her husband subjecting her to domestic abuse, assault and rape between August 2019 and August 2022. We have reviewed the handling of seven complaints, namely: 

1. an officer failed to take any action in relation to an assault disclosed to him by the applicant on 11 August 2022;
2. an officer did not provide the applicant with adequate safety advice following her disclosure of domestic abuse;
3. the same officer failed to provide details or submit any referrals for the applicant to obtain assistance from support services following her disclosure of domestic abuse;
4. the police failed to notify the applicant about her husband’s court appearance date being moved;
5. following a complaint about lack of updates, officers visited the applicant’s home address to provide her with an in-person update, which she found to be intimidating;
6. officers made numerous insensitive comments to the applicant during their investigation into her report of domestic abuse; and
7. an officer failed to charge the applicant’s husband with an assault that occurred in 1981, despite there being sufficient evidence to do so. 

Police Scotland's Decision

Police Scotland did not uphold any of the applicant’s complaints. 

Our Findings

We have found that Police Scotland handled complaints 1, 2, 3, 5 and 7 to a reasonable standard but not so complaints 4 and 6. 

Consequently, we have made two recommendations to address the shortcomings in Police Scotland’s handling of the applicant’s complaints. In summary, we recommend that Police Scotland undertake further enquiry, reassess the complaints and provide the applicant with a further response. We have also identified two learning points in connection with the administration of the complaints.

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

Outcome

Police Scotland implemented two recommendations and two learning points in this case. In doing so, Police Scotland conducted additional enquiries and reassessed two complaints in line with our recommendations. Thereafter, the applicant was provided with a further response in which one complaint was upheld and which clearly explained why the other complaint remained not upheld. The CHR findings for the upheld complaint were disseminated to the Domestic Abuse Coordination Unit consider reviewing the wording of the relevant guidance in relation to updating a victim of domestic abuse about changes to the court timetable, with confirmation received that that this will be considered during the drafting of future policy documents. Appropriate learning was also provided to the complaint handler and Inspector who responded to the applicant’s complaints.

Policing Bodies: Police Scotland