Complaint Handling Reviews

The Complaints

The complaints in this case arose as a result of the applicant’s contact with Police Scotland due to ongoing disputes with her neighbours. We have reviewed the handling of eleven complaints, namely that:

1. Between May 2019 and December 2020, officers failed to investigate harassment by the applicant’s neighbours at two addresses because of their bias against her as a person with Autism Spectrum Disorder from a black, Asian and minority ethnic background;
2. Between May 2019 and December 2020, officers failed to properly record and investigate hate crimes reported by the applicant as part of the harassment from her neighbours;
3. On 5 September 2020, after officers failed to attend the applicant’s 999 calls, she was subsequently contacted by telephone at 2230 and then at 0600 and 0700 the following day, which she considers as inappropriate times to have called her;
4. On 28 September 2020, an officer failed to fully investigate the applicant’s reports of harassment, assault and theft when two males stole chickens from her and she was assaulted by her neighbours;
5. On 28 September 2020, an officer failed to properly record details of an assault after the applicant was pushed seven times;
6. On 28 September 2020, an officer failed to record a report of theft of a chair by the applicant’s neighbour;
7. Between 28 September and 13 December 2020, an officer took over two months to note statements from the applicant’s personal assistant, which was an unacceptable delay;
8. On 20 September 2020, two officers broke into the applicant’s house;
9. On 20 September 2020, two officers threatened to arrest the applicant for a civil matter;
10. On 20 September 2020, two officers refused to give the applicant their names and shoulder numbers;
11. Police Scotland took a significant length of time to investigate the applicant’s complaints. 

Police Scotland’s Decision

Police Scotland did not uphold complaints 1-10 but upheld complaint 11.

Our Findings

We have found that Police Scotland handled the applicant’s complaints to a reasonable standard.

However, we have identified a learning point for Police Scotland in relation to the recording of corrective action undertaken as a result of a complaint enquiry.

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

Outcome

Police Scotland implemented our learning point in this case, by issuing guidance in the latest Learning Points Report circulated throughout PSD.

Police Bodies : Police Scotland