Complaint Handling Reviews

The Complaints

The complaints in this case arose when the applicant called the police to report that a group of youths had thrown a fireworks, rock salt and eggs at his car.

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

1. On 31 October 2021, the applicant called 999 to report an ongoing serious incident after his vehicle was struck with fireworks, rock salt and eggs; however the police failed to attend, and;
2. On the same date, officers closed this incident saying “No Youths were there”, which the applicant believed to be false. 

Police Scotland's Decision

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

Our Findings

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

However, we have identified a learning point in relation to how complaint 2 was categorised. 

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

Outcome

Police Scotland implemented the learning point identified in this case in relation to the categorisation of complaints to ensure that subject officers are appropriately identified. This allows for learning to be appropriately highlighted to the officers concerned. Police Scotland confirmed that the learning point had been accepted by the complaint enquiry officer and that it had been circulated to all complaint handlers.

Police Bodies: Police Scotland