Complaint Handling Reviews

The Complaints

The complaints in this case arose after the applicant reported an alleged fraud related to the financial arrangements of her deceased daughter. Following two separate police enquiries, Police Scotland concluded on both occasions that the circumstances did not amount to a criminal matter.

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

1. Officers concluded that the applicant’s report of fraud was not a criminal matter.
2. The officer investigating the alleged fraud did not record a call with the applicant’s daughter’s former partner. He did not take notes and he did not ask him about a terminal illness clause contained in an insurance policy.

Police Scotland's Decision

Police Scotland did not uphold the applicant’s complaints.

Our Findings

We have found that Police Scotland handled both of the applicant’s complaints to a reasonable standard.

We have identified a learning point to highlight an element of good complaint handling practice.  

Outcome

Police Scotland appropriately disseminated the positive learning to the relevant complaint handling officer. The officer acknowledged and accepted the learning point in relation to their complaint handling practices.

Police Bodies: Police Scotland