Complaint Handling Reviews

The Complaints

The complaints in this case arose after the applicant reported incidents involving her neighbour to police. We have reviewed the handling of eight complaints, namely that: 

1. on 23 March 2022, the applicant reported an incident involving her neighbours. The next day, police officers acted improperly by visiting her neighbours’ house first before attending at her house; 
2. the male officers that attended to speak to the applicant about her report against her neighbours were rude, dismissive and refused to listen to her;
3. when issuing a Recorded Police Warning (RPW), the male officer spoke to the applicant in an unacceptable manner by aggressively telling her to ‘SIGN THERE’ to accept the warning;
4. in the report to the Procurator Fiscal following the applicant’s appeal of the RPW, the officer incorrectly stated that she was angry when the police came to charge her, when she was in fact upset and asked them to leave; 
5. on 14 August 2022, the applicant reported a hate crime after her neighbour abused her by shouting and swearing at her, however Police unacceptably delayed attendance until 2 days later; 
6. the police officer that attended the applicant’s address on 16 August 2022 was unsympathetic and spoke to the applicant in an unacceptable manner by asking her to stop crying; 
7. the same officer stated there was sufficient evidence to charge the accused and that he would do it in the next few days, however, unduly delayed doing so until 9 days later; and 
8. the same officer was rude to the applicant and appeared annoyed that she had called to request updates on days 3 and 7. 

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, 2, 3, 4 and 8 to a reasonable standard but not so complaints 5, 6 and 7.

Consequently, we have made two recommendations to address the shortcomings in Police Scotland’s handling of complaints 5 and 7. In summary, we have recommended that Police Scotland reassess these complaints and provides the applicant with a further response.

However, at the request of the applicant, no further action is to be taken in relation to the recommendations.

Outcome

The applicant decided that she no longer wished to proceed with her complaints and did not wish to receive a response to our recommendations or any further communication from Police Scotland about the incidents subject of her complaints. Police Scotland acknowledged the applicant's position and closed their case.

Police Bodies: Police Scotland