Complaint Handling Reviews

The Complaint

The complaint in this case arose as a result of officers attending the applicant’s address in an attempt to trace her step-son. We have reviewed the handling of a single complaint, namely that:

1. On 21 December 2020, officers attended the applicant’s address when she was not there and frightened the children who were present, by hammering on the front door and telling the children that they had to let the officers into the premises to search for their brother. After the officers were told that the children’s brother was not there, they continued to search around the premises and bang on multiple doors, which further frightened the children, to the point that they are now traumatised by the sight of police officers. 
    

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.

We have not made any recommendations to address the shortcomings in the handling of the applicant’s complaint.

However, we have identified a learning point relative to Police Scotland’s administration of the complaint.

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

Outcome

Police Scotland implemented the Learning Point identified in this case. In doing so, an email was sent to complaint handlers reminding them of the provisions set out in our Statutory Guidance that: i) policing bodies should aim to respond to complaints requiring investigation within 56 days of receipt; and ii) whenever the period of 56 days is exceeded, complainers should be updated immediately and thereafter at least once every calendar month, or such other period as may be agreed with the complainer. 

Police Scotland also advised complaint handlers that, in cases where there has been a delay in responding to the applicant, it is good practice to consider recording and upholding a quality of service complaint, providing an explanation for the delay and offering an apology. 

Police Bodies : Police Scotland