Complaint Handling Reviews

The Complaints

The complaints in this case arose after the applicant made a report to Police Scotland regarding an altercation with his neighbour.

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

1. on 24 July 2021, officers advised the applicant that he would be contacted the following day to take a statement in relation to his report about his neighbour. However, no contact was made with him; and
2. Police Scotland failed to contact the applicant after he was told by a service advisor, by phone, that an email would be sent to an officer to call him back. 

Police Scotland’s Decision

Police Scotland did not uphold the applicant’s complaints.

Our Findings

We have found that Police Scotland did not handle the complaints to a reasonable standard.

Consequently, we have made three recommendations to address the shortcomings in Police Scotland’s handling of the complaints.

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

Outcome

Police Scotland implemented all three recommendations made in this case. In doing so, Police Scotland reassessed two complaints and provided the applicant with a fresh response. An apology was issued and further contact was to be made with the applicant. In relation to the third recommendation, Police Scotland also provided the applicant with a further response explaining and apologising for the delay in responding to the applicant’s complaints. 

Police Bodies : Police Scotland