Complaint Handling Reviews

The Complaints

The complaints in this case arose after the applicant reported his neighbour’s behaviour to Police Scotland. We have reviewed the handling of two complaints, namely that:

1. a sergeant had a bad attitude and failed to grasp the applicant’s concerns regarding his neighbour; and 
2. the applicant is unhappy with the advice given by Police Scotland about the incident he reported. 

Police Scotland’s Decision

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

Our Findings

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

Consequently, we have made two recommendations to address the shortcomings in Police Scotland’s handling of the complaints.

In summary, we have asked Police Scotland to conduct further enquiry into both complaints, including obtaining a statement from the subject officer. Thereafter, Police Scotland should provide the applicant with a further response that addresses both complaints in full, advising whether the complaint is upheld or not upheld and the rationale for the conclusions reached.

We have also identified two learning points in relation to Police Scotland’s administration of the complaint.

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

Outcome

Police Scotland implemented two recommendations and two learning points in this case. In relation to the recommendations, Police Scotland conducted further enquiries and provided the applicant with a further response which addressed the shortcomings in the handling of two complaints that we had highlighted in our report. Both complaints were not upheld, however Police Scotland’s further response was adequately reasoned, and the enquiries conducted were both reasonable and proportionate. In terms of the learning points, both were circulated through-out Police Scotland. Complaint handlers were reminded that the early resolution provision should only be utilised when there is sufficient information available to address the crux of the applicant’s complaint. Complaint handlers were also advised to familiarise themselves with the early resolution provisions as per the PIRC statutory guidance. The second learning point was issued to remind complaint handlers that they need to contact applicants if there is going to be a delay during the complaint handling process and apologise where appropriate, as outlined in Police Scotland’s complaints handling protocol. 

Police Bodies : Police Scotland