Complaint Handling Reviews

The Complaint

The complaint in this case arose after the applicant contacted Police Scotland to report issues with her neighbours. The applicant contacted Police Scotland numerous times to report various incidents. On each occasion, Police Scotland advised the applicant that her concerns were a civil matter and that no criminality could be established.

We have reviewed the handling of one complaint, namely that: 

• The applicant is dissatisfied with the police response to her reports about issues with her neighbours.

Police Scotland's Decision

Police Scotland did not provide a determination for 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 one recommendation and identified three learning points to address the shortcomings in Police Scotland’s handling of the complaint. In summary, we have recommended that Police Scotland re-assess the available information and, thereafter, provide the applicant with a further response which takes account of our observations and which clearly explains whether the complaint is upheld or not upheld.

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

Outcome

Police Scotland implemented one recommendation and three learning points in this case. In doing so, Police Scotland re-assessed the information available and provided the applicant with a well-reasoned further response which explained why their complaint remained not upheld. Furthermore, we were provided with confirmation that our learning points had been shared with Police Scotland’s complaint handling staff and other learning was disseminated and accepted by the relevant subject officers.

Police Bodies: Police Scotland