Complaint Handling Reviews

The complaints 

In this case the complaints arose as a result of the applicant’s reports to the police about alleged criminality on the part of his neighbours. We have reviewed the handling of seventeen complaints, namely that:

1. The applicant is unhappy with the police response to his in person and telephone reports of 4 August 2020 about alleged criminality on the part of his neighbours;
2. The applicant is unhappy that a named officer told him that he would not be charging a named person, due to that named person having learning difficulties;
3. The applicant is unhappy with the police response to his telephone report of 5 August 2020 about alleged criminality on the part of his neighbours;
4. A named officer told the applicant that he would attend to speak with his neighbour immediately but failed to do so;
5. A named officer did not attend the applicant’s home as agreed on 7 August 2020 to take a statement from his husband;
6. A named Inspector provided a dismissive and lazy response to correspondence from the applicant’s MSP;
7. An officer told the applicant that a report he wished to make about his neighbour would be a waste of police time as he had no proof of criminality;
8. On 8 August 2020, an officer told the applicant that he would ask a named officer to contact him but the applicant did not receive a response until 11 August 2020;
9. On 15 August 2020, the applicant sent a named officer an image of a nail in his car tyre but nothing was done;
10. The applicant is unhappy with the police response to his in person report of 17 August 2020 about alleged criminality on the part of his neighbours;
11. A named officer only found time to call the applicant because the applicant had threatened to make a complaint about the police;
12. A named officer told the applicant that he would be charging his neighbour but failed to do so;
13. Police Scotland failed to respond to the applicant’s report made by telephone on 18 August 2020 about alleged criminality on the part of his neighbour;
14. The applicant is unhappy with the police response to his 999 calls of 21 January 2021 to report that he had been assaulted by his neighbour;
15. The applicant is unhappy with the police response to his report made on 14 June 2021 about alleged criminality on the part of his neighbour;
16. A member of staff displayed a defensive, disinterested and rude attitude towards the applicant and his husband when they visited a police station on 15 June 2021; and
17. The applicant is unhappy with the attitude of two officers who attended his home on 15 June 2021 and, in particular, with a specific comment made by one of these officers. 
     

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 1-6, 9-15 and 17 to a reasonable standard, but not so complaints 7, 8 and 16.

Consequently, we have made a recommendation and identified an organisational learning point for Police Scotland. In summary, we have recommended that Police Scotland reassesses the available evidence in relation to complaint 16 and provides the applicant with a further response which clearly explains the determination reached. We have also requested that Police Scotland considers whether the current procedures in place to record attendance at police stations by members of the public are sufficient and fit for purpose.

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

Police Bodies : Police Scotland