Complaint Handling Reviews

The Complaints

The complaints in this case arose after various incidents where the applicant had interacted with the police. We have reviewed the handling of three complaints, namely that:

1. On 3 February 2020, officers seized an iPad, phone and laptop from the applicant and retained them for 17 months despite the items not forming part of the investigation and not being analysed;
2. A sergeant has a personal issue with applicant and his family; and
3. An inspector from firearms licensing sent a letter to the applicant that was unfair and unprofessional as it did not take mitigating circumstances into account. 
    

Police Scotland’s Decision

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

Our Findings

We have found that Police Scotland handled all of the applicant’s complaints to a reasonable standard.

However, we have identified a learning point relative to Police Scotland’s administration of the complaint.

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

Outcome

Police Scotland implemented the learning point made in this case. In doing so, Police Scotland circulated the learning point throughout PSD highlighting that good complaint handling practice is for the final response letter to a) have acknowledged the delay; b) provided an explanation for the delay; and c) provided an apology where appropriate. 

Police Bodies : Police Scotland