Complaint Handling Reviews

The Complaints

The complaints in this case arose after the applicant was subject of an incident reported to the police. We have reviewed the handling of six complaints, namely that:

1. An officer was racist towards the applicant by spending longer with his neighbour;
2. An officer charged the applicant without listening to his side of the story;
3. An officer refused to provide the applicant with water in custody;
4. An officer gave the applicant’s son information that the applicant says was factually inaccurate;
5. Police Scotland provided incorrect information to the licensing department, which resulted in the applicant’s license being suspended; and
6. On 5 January 2021, an officer refused to deal with the applicant’s report that his neighbour had blocked his car at a taxi rank. 

Police Scotland’s Decision

Police Scotland upheld complaints 2 and 5; but did not uphold complaints 1, 3, 4 or 6.  

Our Findings

We have found that Police Scotland handled complaints 2, 4, and 5 to a reasonable standard, but no so complaints 1, 3 and 6.

We have made two recommendations to address the shortcomings in Police Scotland’s handling of complaints 1 and 3. In summary, we recommend that the applicant’s complaints are reassessed. The applicant should thereafter be provided with a further letter of response, advising whether his complaints are upheld/not upheld, and which provides a clear explanation for the decision reached.

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

Outcome

Police Scotland implemented both recommendations made in this case. In doing so, they re-assessed the complaints, one complaint was then upheld. The applicant was provided with a further response which was well reasoned.

Police Bodies : Police Scotland