Complaint Handling Reviews

The Complaints

The complaints in this case arose after the applicant reported receiving unwanted communication to the police. The applicant provided evidence to an officer of unwanted communication by an individual, and informed the police that other women from social media had shared concerning experiences with the same individual. After her statement being taken at her address, the applicant emailed the police a zip file of information in respect of this for an additional review from a senior officer. However, the senior officer informed the applicant that her case would be closed because no criminality could be identified from the evidence she had sent. We have reviewed the handling of two complaints, namely that: 

1. On 12 January 2024, there was no further action from Police Scotland after the applicant made a report of unwanted communication; and 
2. An officer misinformed the applicant about reviewing the evidence she had provided.

Police Scotland's Decision

Police Scotland did not uphold either of the applicant’s complaints. 

Our Findings

We have found that Police Scotland did not handle either of the applicant’s complaints to a reasonable standard.  

Consequently, we have made two recommendations to address the shortcomings in Police Scotland’s handling of the complaints. In summary, we have recommended that Police Scotland conducts further necessary and proportionate enquiries into complaint 1 and reassess the information available for complaint 2. Thereafter, Police Scotland should provide the applicant with a further letter of response which outlines whether the complaints are upheld or not, and clearly explains the rationale for the determination reached.

We have also identified three learning points relative to the administration of the complaints.

Outcome

Police Scotland implemented two recommendations and 3 learning points in this case. In doing so, Police Scotland reassessed the applicant’s complaints and provided a further response to both matters that was well reasoned. One complaint remained not upheld whilst the other was upheld. The applicant received an apology and was provided with assurance that the police would be in contact to discuss and assess her reports. Individual learning was disseminated in respect of the three learning points to the staff involved. 

Police Bodies: Police Scotland