Complaint Handling Reviews

The Complaints

The complaints in this case arose following the applicant reporting concerns about her business partner’s management of their business, and an application being made to strike their business off the Companies House register. We have reviewed the handling of three complaints, namely that: 

1. since 31 August 2023, there has been insufficient enquiry into the applicant’s crime report;
2. the applicant had to instigate contact with Police Scotland throughout the investigation; and
3. an officer left the applicant a voicemail message in respect of the police investigation not being progressed, which the applicant found unprofessional.

Police Scotland's Decision

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

Our Findings

We have found that Police Scotland handled complaints 2 and 3 to a reasonable standard, but not so complaint 1. 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 re-categorise the complaint, conducts additional enquiries and provides the applicant with a further response.

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

Outcome

Police Scotland implemented our recommendation in this case. In doing so, Police Scotland re-categorised the applicant’s complaint as irregularity of procedure and recorded it against the individual officer. Police Scotland conducted further enquiries, reassessed the complaint, which was subsequently upheld, and provided a well-reasoned further response.  The applicant received an apology and was provided with contact details for the relevant recognised investigating body to progress her report. Individual learning was provided to the officer to help prevent recurrence.

Police Bodies: Police Scotland