Complaint Handling Reviews

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Report – Police Scotland – PIRC/00251/23

01 Feb 2024

The Complaints

The complaints in this case arose when the applicant reported an allegation of theft to Police Scotland.

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

  1. Officers failed to investigate the applicant’s report of theft and treated it as a civil matter;
  2. Officers failed to keep the applicant updated with the progress of the investigation;
  3. Officers failed to listen to a tape recording the applicant had which she felt had evidence that her property had been taken without her knowledge;
  4. Officers spoke to the applicant in a manner which was rude and disrespectful; and
  5. A sergeant gave wrong information in relation to the complaints process.

Police Scotland's decision

Police Scotland did not uphold the applicant’s complaints. 

Our Findings

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

Consequently, we have made two recommendations to address the shortcomings in Police Scotland’s handling of the complaints. In summary, we recommended that: Police Scotland reassess complaint 2; conduct further enquiry in relation to complaint 4; and provide the applicant with a further well-reasoned response to complaints 2 and 4.

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

Police Bodies: Police Scotland 

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