Complaint Handling Reviews

The Complaint

We have reviewed the handling of one complaint, namely:

• that on 8 June 2022, a service advisor refused to take the applicants complaint over the phone and did not ask if he had access to the website. 

Police Scotland’s Decision

Police Scotland did not provide a substantive response to the applicant’s complaint.

Our Findings

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

Consequently, we have made a single recommendation to address the shortcoming in Police Scotland’s handling of the complaint. In summary, we recommend that Police Scotland now re-assesses the applicant’s complaint which should be recorded and addressed in accordance with the provisions of the Complaints SOP.

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

Police Bodies : Police Scotland