Complaint Handling Reviews

The Complaints

The complaints in this case arose after officers attended the applicant’s home, on two separate occasions, with a warrant for a previous tenant.

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

1. Officers attended the applicant’s address looking for a wanted person without carrying out proper research;
2. Officers threatened to arrest the applicant if she did not provide her details;
3. Officers laughed at the applicant when she screamed from her window asking for help;
4. Officers did not provide the applicant with their shoulder numbers when requested;
5. A female officer threatened the applicant’s neighbour with arrest if she did not quieten and go back to her house;
6. The applicant’s neighbours allege that the male and female officer were oppressive towards the applicant; and
7. The applicant’s neighbour alleges that the female officer was rude, arrogant, abrasive and cheeky.

Police Scotland's Decision

Police Scotland upheld complaints 5, 6 and 7 but did not uphold complaints 1, 2, 3 and 4.

Our Findings

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

Consequently, we have made seven recommendations to address the shortcomings in Police Scotland’s handling of the complaints. In summary, we have recommended that Police Scotland conducts any necessary and proportionate further enquiries into the complaints. Thereafter, Police Scotland should provide the applicant with a well-reasoned further response, which outlines whether the complaints are upheld or not upheld and clearly explains the rationale for the determinations reached. 

We have also identified three learning points for Police Scotland relating to the use of the Frontline Resolution provisions of our statutory guidance, and record-keeping during, and proportionality of, complaint enquiries.

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

Policing Bodies: Police Scotland