Complaint Handling Reviews

The Complaint

The complaints in this case arose after the applicant made reports to the police about buskers causing a disturbance in the street outside his property.

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

1. the applicant was given inaccurate advice from police when he called to report buskers causing a disturbance in the street; and
2. the applicant is unhappy that the police did not deal with buskers playing music outside his home and did not enter his home to try to establish what the noise was like.

Police Scotland's Decision

Police Scotland did not provide a determination on the applicant’s complaints. 

Our Findings

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

Consequently, we have made two 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 conducts further necessary and proportionate enquiries in relation to the complaints and provides the applicant with a well-reasoned response which outlines whether the complaints are upheld or not upheld, and clearly explains the rationale for the determination reached.

We have also reminded Police Scotland of our statutory guidance provisions.

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

Outcome

Police Scotland implemented the recommendations made in this case. In doing so, they provided the applicant with a further response which acknowledged that he had been given inaccurate advice by a police call handler, and that there were shortcomings in the police response to a number of reports made to them by the applicant. Police Scotland apologised to the applicant, upheld the complaints accordingly, disseminated individual learning to the police call handler, updated guidance to the C3 division, and contacted the local division to request that contact was made with the applicant to discuss his ongoing issues.

Police Scotland also implemented the learning point made in this case. Individual learning, in regard to appropriate application of the PIRC’s statutory guidance provisions, was shared with the officer who initially responded to the applicant’s complaints.

Police Bodies: Police Scotland