Complaint Handling Reviews

The Complaints

The complaints in this case arose after the applicant reported a fraud to the police in August 2023 which resulted in financial loss to him. The applicant told the police that and individual had convinced him to invest money under their guidance. After he had invested a significant sum of money, the applicant realised that he had invested in a fraudulent trading platform.

We have reviewed the handling of one complaint, namely that: 

•  Police Scotland’s response to the applicant’s report of fraud was inadequate.

Police Scotland's Decision

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

Our Findings

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

Consequently, we have made a recommendation to address the shortcomings in Police Scotland’s handling of the complaint.

In summary, we have recommended that Police Scotland should (i) seek a statement and agree heads of complaint with the applicant, (ii) conduct any further enquiry as necessary, (iii) reassess the complaint taking account of our observations, and (iv) consider all available information to reach a well-reasoned position on whether the complaint is upheld or not upheld. Police Scotland should then issue a further letter of response to the applicant that clearly explains the determination / conclusion reached.

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

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

Police Bodies: Police Scotland