Complaint Handling Reviews

The Complaints

The complaints in this case arose after the applicant reported to the police that Mr A, who had been in a relationship with her late sister (Ms B), had unlawfully removed Ms B’s belongings from her property. On each occasion, officers advised the applicant that her reports related to civil matters and did not require police involvement. 

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

1. Police Scotland failed to take action to recover the applicant’s late sister’s belongings.

Police Scotland's Decision

Police Scotland did not uphold the applicant’s complaint.

Our Findings

We have found that Police Scotland handled the applicant’s complaint to a reasonable standard. 

We have identified a learning point to highlight an element of good complaint handling practice. 

In summary, we have highlighted that Police Scotland correctly followed the statutory guidance by contacting the applicant to establish the reason for the delay in submitting her complaint before any decision was reached on whether the complaint should be investigated.

Outcome

Police Scotland implemented a learning point in this case. In doing so, Police Scotland disseminated the learning identified in our complaint handling review to staff in their Learning Point Report.

Police Bodies: Police Scotland