Complaint Handling Reviews

The Complaints

The complaints in this case arose after the applicant was involved in a road traffic collision with a police vehicle. We have reviewed the handling of two complaints, namely that:

1. the applicant was dissatisfied for being named as the person responsible for a collision involving a police vehicle and charged with careless driving;

2. an officer shouted and swore at the applicant in an aggressive manner.

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 issued a reconsideration direction and identified a learning point to address the shortcomings in Police Scotland’s handling of the complaints. In summary, we have directed that Police Scotland takes account of our observations and provides the applicant with a further response in relation to complaint 2. The learning point relates to the administration of the applicant’s complaints.

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

Outcome

Police Scotland implemented the reconsideration direction and learning point made in this case. In doing so, the complaint was reassessed and split into two parts. One part was upheld. A further response was issued to the applicant and an apology was given. The response also explained why the other part of the complaint was not upheld, which was adequately reasoned.

Police Bodies : Police Scotland