Complaint Handling Reviews

The Complaint

The complaint in this case arose after the applicant made a report to Police Scotland about funds alleged to have been removed from her deceased son’s bank accounts. The applicant was dissatisfied with being told by police that her report was a civil matter.  

We have reviewed the handling of a single complaint, namely that: 

1. Police Scotland informed the applicant that her report of fraud was a civil matter.

Police Scotland's Decision

Police Scotland did not uphold the applicant’s complaint. 

Our Findings

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

Consequently, we have made a recommendation to address the shortcomings in Police Scotland’s handling of the complaint. In summary, we have recommended that Police Scotland conducts further necessary and proportionate enquiries into this complaint. Thereafter, Police Scotland should provide the applicant with a further response which outlines whether the complaint is upheld or not upheld, and clearly explains the rationale for the determination reached. 

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

Police Bodies: Police Scotland