Complaint Handling Reviews

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Report – Police Scotland – PIRC/00185/23

13 Nov 2023

The Complaints

The complaint in this case arose after the applicant reported an incident to the police.

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

  1. Police Scotland failed to properly investigate an incident reported by the applicant;

  2. Police Scotland failed to issue safety information following the incident; and 

  3. Police Scotland treated the applicant and her husband with contempt by failing to investigate her husband’s complaints about the police.

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 and 2 to a reasonable standard but not so complaint 3.

Consequently, we have made a single recommendation to address the shortcomings in Police Scotland’s handling of complaint 3. In summary, we have recommended that Police Scotland reassesses the information available and provides the applicant with a further response. 

We have also identified a learning point related to the administration of the complaint.

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


Police Scotland implemented the learning point and recommendation in this case. In doing so, Police Scotland reassessed the complaint and provided the applicant with a further response which was well reasoned. The complaint was upheld, Police Scotland apologised and identified learning for NCARU. The learning point was issued to the Inspector involved which was accepted.

Police Bodies: Police Scotland

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