Complaint Handling Reviews

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Report - Police Scotland - PIRC/00097/21

15 Dec 2021

The Complaints

The complaints in this case arose after the applicant contacted Police Scotland’s 101 service.

We have reviewed the handling of two complaints, namely that:

  1. a service advisor did not provide the applicant with the information he requested; and

  2. the same service advisor displayed an obstructive and unhelpful manner during the call.

Police Scotland’s Decision

Police Scotland upheld both of the applicant’s complaints.

Our Findings

We have found that Police Scotland did not handle either of the applicant’s complaints to a reasonable standard.

Consequently, we have identified three learning points to address the shortcomings in Police Scotland’s handling of the complaints.

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

Police Bodies : Police Scotland

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