Complaint Handling Reviews

The Complaints

The complaints in this case arose after the applicant reported an alleged assault to an officer in a hospital. There were no charges made in relation to the applicant’s allegation.  

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

1. An officer was rude and dismissive when dealing with the applicant’s report of assault; and 
2. The same officer did not investigate the applicant’s report of assault.

Police Scotland's Decision

Police Scotland did not provide a determination for the applicant’s complaints.

Our Findings

We have found that Police Scotland did not handle either of the applicant’s complaints to a reasonable standard. 

Consequently, we have made one recommendation and identified a learning point to address the shortcomings in Police Scotland’s handling of the complaints. 

In summary, we have recommended that Police Scotland provide the applicant with a further response which takes account of our observations and which clearly explains whether the complaint is upheld or not upheld. We have also reminded Police Scotland of our statutory guidance provisions.

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

Outcome

Police Scotland implemented one recommendation and one learning point identified in this case. In doing so, Police Scotland re-assessed the information available, and provided the applicant with a well-reasoned further response which explained why the complaint remained not upheld. Furthermore, Police Scotland appropriately disseminated 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