Complaint Handling Reviews

The Complaints

The complaints in this case arose after the applicant contacted Police Scotland to report his concern about speeding motorists in his local area.

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

1. Police Scotland took no action regarding the applicant’s repeated reports of speeding in his local area;
2. Police Scotland took no action regarding the applicant’s concerns about high crime rates and a lack of police presence in his local area; and
3. Police Scotland dismissed the applicant’s requests for help, treating him with contempt. 

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 any of the applicant’s complaints to a reasonable standard. 

Consequently, we have made three recommendations 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 to each of the complaints which take account of our observations.  

We have also identified a learning point about the application of the relevant provisions from the PIRC Statutory Guidance.  

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

Outcome

Police Scotland implemented all three recommendations and the learning point 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 their complaints 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