Complaint Handling Reviews

The Complaints

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

1. The applicant was informed on two occasions that he would have to make his report to a different police station;

2. Police Scotland failed to deal with the incident and instead an officer from another area called the applicant and signposted him to the Crown Office and Procurator Fiscal Service;

3. Officers failed to consider evidence that the applicant provided and, as a result, failed to thoroughly investigate his report;

4. A sergeant failed to consider the evidence the applicant provided to the officers or speak with him about the matter he wished to report;

5. Officers were unprofessional and lacked empathy when speaking to the applicant;

6. Officers did not provide the applicant with a reference number or letter confirming closure of the case; and

7. Between July and November 2021, Police Scotland’s Professional Standards Department (PSD) did not reply to complaints that the applicant had made about Police Scotland’s failure to investigate the death of his mother.

Police Scotland’s Decision

Police Scotland upheld complaint 7; but did not uphold complaints 1 to 6. 

Our Findings

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

Consequently, we have made a single recommendation to address an administrative shortcoming in Police Scotland’s recording of the complaint. 

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

Outcome

Police Scotland implemented the recommendation made in this case. Police Scotland recorded two complaints separately, as these had previously been recorded as one.

Police Bodies: Police Scotland