Complaint Handling Reviews

The Complaints

The complaint in this case arose after Police Scotland failed to contact the applicant to take follow up action as a result of two complaints previously upheld by the Professional Standards Department (PSD). The applicant made previous complaints to the police in relation to issues with his neighbour. PSD recognised that there was inaction by the police regarding (i) the arrangement of mediation and (ii) a check of the applicant’s neighbours’ cameras. The applicant advised that he is still waiting for the police to contact him and take action in respect of these matters, which has led to his further dissatisfaction. We have reviewed the handling of one complaint, namely that: 

1. on 23 February 2023, Police Scotland’s Professional Standards Department sent the applicant a letter upholding allegations and informing him that a police officer would contact him with an update, however the applicant has still not been contacted. 

Police Scotland's Decision

Police Scotland did not uphold 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 single recommendation to address the shortcomings in Police Scotland’s handling of the complaint. In summary, we have recommended that Police Scotland conducts any further necessary and proportionate enquiries into the complaint, and provides the applicant with a further response which clearly explains how the information available supports the determinations reached. 

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

Outcome

Police Scotland implemented the recommendation in this case. In doing so, it conducted further enquiry by contacting the community policing team to ensure follow up communication and action was taken with the applicant. Police Scotland provided a further response outlining their additional enquiries and apologised to the applicant for the lack of contact and action from the community policing team previously.

Police Bodies: Police Scotland