Complaint Handling Reviews

The Complaints

The complaints in this case arose when the applicant reported an alleged fraud to Police Scotland, and later called Police Scotland for an update on the progress of the investigation.

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

1. Police Scotland did not properly investigate a fraud that the applicant reported in September 2020;

2. Police Scotland did not fully update the applicant between September 2020 and 30 March 2021 in relation to her report of fraud;

3. On 30 March 2021, Police Scotland unnecessarily forced entry to the applicant’s home causing damage to the front door;

4. Police officers laughed at the applicant whilst attending her home;

5. Two police officers used excessive force by grabbing the applicant’s wrists and dragging her into an ambulance; and

6. A police officer was rude to the applicant at the hospital by saying that she would be “sectioned”.

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 2,3,4,5 and 6 to a reasonable standard but not so complaint 1.

Consequently, we have made a recommendation to address the shortcomings in Police Scotland’s handling of complaint 1.  In summary, we have asked Police Scotland to provide the applicant with a further response to this complaint.  

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

Outcome

Police Scotland implemented the recommendation made in our CHR report on this case. In doing so, they carried out further enquiries into complaint 1 and provided the applicant with a detailed further response which clearly outlined why the complaint remained not upheld.

Police Bodies : Police Scotland