Complaint Handling Reviews

The Complaints

The complaints in this case arose following a search of the applicant’s lodgings by Police Scotland. We have reviewed the handling of four complaints, namely that: 

1. in a telephone conversation, an officer was uncivil to the applicant by speaking in English, accusing him of lying and hanging up the phone; 

2. when attending a police station, an officer refused to arrange a telephone interpreter for the applicant; 

3. during a telephone conversation, the applicant advised an officer that the wrong interpreter was being used, but the officer refused to arrange the correct interpreter; and

4. an officer told the applicant that because he was a refugee, the police could do whatever they wanted.

Police Scotland's Decision

Police Scotland did not uphold any of the applicant’s complaints.

Our Findings

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

We have made three recommendations to address the shortcomings in Police Scotland’s handling of the complaints.  Specifically , we recommend that Police Scotland undertake proportionate further enquiries, re-assess the information available and provide the applicant with a fresh response in relation to complaints 1 and 2. We have also recommended that Police Scotland consider whether it is necessary to re-visit their guidance, as discussed in complaint 2. 

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

Outcome

Police Scotland implemented all recommendations made by PIRC in this case. In doing so they undertook proportionate further enquiries, re-assessed the information available to them and provided the applicant with a fresh response which allowed him to more properly understand Police Scotland’s determination. The applicant was also offered an apology, where appropriate, and appropriate individual and organisational learning was identified and shared. In addition, Police Scotland undertook to review the provision of one of its services to the public as a result of the CHR. 

Police Bodies: Police Scotland