Complaint Handling Reviews

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Report – Police Scotland – PIRC/00078/23

05 Oct 2023

The Complaints

The complaints in this case arose after the applicant reported a tradesperson to Police Scotland. We have reviewed the handling of four complaints, namely that: 

  1. On 12 December 2021, a sergeant informed the applicant that he would warn a male in respect of a communication offence. The sergeant did not warn the male but instead he was warned by constables;

  2. Between 30 October 2021 and 14 October 2022, the applicant reported to police that damage was caused to his roof by a tradesman but officers did not investigate;

  3. On 4 May 2022, at a named property, the applicant was advised by a police officer that he could not install CCTV; and

  4. The applicant has difficulty contacting his local community policing team using the '101 system.

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 and 3 to a reasonable standard but not so complaint 4. 

Consequently, we have made a recommendation to address the shortcomings in Police Scotland’s handling of complaint 4. In summary, we have recommended that Police Scotland conducts further necessary and proportionate enquiries, and provides the applicant with a well-reasoned further response to the complaint.

We have also identified a learning point for officers in relation to the administration of the applicant’s complaints. 

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


Police Scotland implemented the recommendation made in this case. In doing so, they conducted further necessary and proportionate enquiries, obtained a further statement from the relevant officer and provided the applicant with a further response which clearly explained the rationale for the determination reached. The complaint remains not upheld. In addition, Police Scotland implemented a Learning Point issued in our review by disseminating the learning to officers involved in handling the applicant’s complaint.

Police Bodies: Police Scotland

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