Complaint Handling Reviews

The Complaints

The complaints in this case arose after officers attended the applicant’s address in relation to a neighbour dispute.

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

1. a male officer was uncivil towards the applicant, in that he was hostile, argumentative and impolite;

2. officers accepted the applicant’s neighbour’s version of events without question;

3. a female officer adopted an openly hostile manner towards the applicant from the outset; and

4. officers did not take any cognisance of the applicant’s hearing impairment, despite him bringing it to their attention twice.

Police Scotland’s Decision

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

Our Findings

We have found that Police Scotland handled complaint 1 to a reasonable standard, but not so complaints 2, 3 and 4.

Consequently, we have made three Recommendations and one Learning Point to address the shortcomings in Police Scotland’s handling of this complaint.

In relation to complaints 1 and 2 we have recommended that Police Scotland record these as separate complaints.

In relation to complaint 3, we have recommended that Police Scotland revisit the complaint with reference to our observations regarding one officer’s comments to the applicant and the tone that she used. A fresh response should then be provided to the applicant, detailing the outcome of this assessment and explaining why, on balance, the complaint has been upheld or not upheld.

In relation to complaint 4, we have recommended that Police Scotland should revisit this complaint and should consider obtaining further statements from the officers in which they are asked to address whether they knew about the applicant’s hearing impairment before attending his address and sought to make any reasonable adjustments. Police Scotland should then provide the applicant with a fresh response that considers all of the evidence available and details why, on balance, the complaint has been upheld or not upheld.

Our Learning Point is directed towards reminding Police Scotland of the guidance set out in the Complaints Standard Operating Procedure and that it should provide complainers with an explanation for any delay.

Police Bodies : Police Scotland