Complaint Handling Reviews

The Complaints

The complaints in this case arose after the applicant contacted Police Scotland to report issues with youths in his area.

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

1. The applicant waited an excessive amount of time for his call to Police Scotland to be answered;
2. The applicant was not contacted by the enquiry officer in relation to the incident that he reported; and
3. An officer failed to attend and view CCTV footage that the applicant had. 

Police Scotland's Decision

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

Our Findings

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

Consequently, we have made two recommendations and identified a learning point to address the shortcomings in Police Scotland’s handling of the complaints. In summary, we have recommended that Police Scotland conduct any further necessary enquiries and, thereafter, reassess the available information in light of our observations and issue the applicant with a well-reasoned further response which clearly explains whether the complaints are upheld or not upheld. 

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

Police Bodies: Police Scotland