Complaint Handling Reviews

The Complaints

The complaints in this case arose after the applicant reported two separate incidents to the police, namely a vandalism and a dog attack. 

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

1. Police Scotland did not properly investigate the applicant’s report of vandalism to his communal door;
2. Police Scotland have the applicant insufficient updates regarding his report of vandalism;
3. Police Scotland provided the applicant with conflicting advice regarding a dog attack that he reported on 14 November 2023; and
4. On 1 February 2024, the applicant received inaccurate replies from Police Scotland in relation to a Complaint about the Police that he made regarding both the reported incidents.

Police Scotland's Decision

Police Scotland did not uphold any of 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 four recommendations 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 re-assess the material information available and, thereafter, provide the applicant with a further response to his complaints which takes account of our observations and which clearly explains whether each of the complaints are upheld or not upheld.

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

Outcome

Police Scotland implemented four recommendations and one learning point in this case. In doing so, Police Scotland re-assessed the available information and conducted further necessary enquiries, including obtaining a further account from the subject officer. Thereafter, Police Scotland issued the applicant with a further response which explained why three of the complaints were now upheld, and why one complaint remained not upheld. Learning was also identified for a member of police staff. The learning point was disseminated and accepted by the subject officer.

Police Bodies: Police Scotland