Complaint Handling Reviews

The Complaints

The complaints in this case arose after the applicant reported that her husband’s motorbike had been stolen.  The applicant discovered a video on social media of a person selling what she believed to be the stolen motorbike. The applicant provided this information to the police. Later that evening, as the police had not contacted her about her reports, the applicant submitted an online complaint to Police Scotland.

The complaint was initially resolved on the basis that the investigating officer would contact the applicant, which he did.  Thereafter, the applicant made further online complaint submissions as she was unhappy at how the matter was being dealt with. 

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

1. The applicant did not hear back from the police after she reported the theft of her husband’s motorbike; and
2. The police failed to take action after being made aware that the stolen motorbike was being advertised on social media.

Police Scotland's Decision

Police Scotland did not uphold the applicant’s complaints.

Our Findings

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

Consequently, we have made two recommendations to address the shortcomings in Police Scotland’s handling of the complaint. In summary, we have recommended that Police Scotland conduct any further necessary enquiry in relation to the complaint, taking account of our observations, and thereafter provide the applicant with a well-reasoned further response. We have also recommended that Police Scotland re-categorise the complaint.

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

Outcome

Police Scotland implemented the recommendations in this case, which were both made in relation to one particular complaint. The complaint was re-categorised in line with our observations, with a subject officer identified. Further enquiry took place into the complaint which was subsequently upheld on the basis that further lines of enquiry were available which should have been pursued. The applicant was provided with an apology.

Police Bodies: Police Scotland