Complaint Handling Reviews

The Complaints

The complaints in this case arose after the applicant reported to Police Scotland that someone was hacking her home CCTV system. We have reviewed the handling of five complaints, namely that: 

1. on 24 September 2021, Police Scotland did not treat the applicant’s report that her CCTV had been hacked seriously;
2. on 24 November 2021, Police Scotland did not treat the applicant’s report that her CCTV had been hacked seriously;
3. following the applicant’s interaction with officers on 26 September and 25 November 2021, inaccurate information has been recorded on Police Scotland’s incident recording system;
4. following the applicant’s interaction with officers on 25 November 2021, inaccurate information has been recorded on Police Scotland’s iVPD system; and
5. the applicant is dissatisfied with the length of time taken to investigate her complaint about the police.

Police Scotland's Decision

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

Our Findings

We have found that Police Scotland handled complaints 2, 3, 4 and 5 to a reasonable standard but not so complaint 1. 

We have made a 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 carries out further necessary and proportionate enquiries, where appropriate, and re-assesses the available information. Thereafter, Police Scotland should provide the applicant with a further response which outlines whether her complaint has been upheld or not upheld, and clearly explains the rationale for that determination.

We have also identified a learning point in relation to the administration of the complaints. 

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

Outcome

Police Scotland implemented the learning point and recommendation in this case. In doing so, they took cognisance of our observations, re-assessed the available information and provided the applicant with a well-reasoned response which more fully explained why the complaint was not upheld. An apology was also offered for not providing this to the applicant in the first instance. In addition, the learning point which was issued to the enquiry officer involved was appropriately disseminated and accepted. 

Police Bodies: Police Scotland