Complaint Handling Reviews

The Complaints

We have reviewed the handling of five complaints, namely that: 

1. On 13 June 2024, whilst within a police vehicle, the driver braked excessively which caused the applicant to bump his head.
2. On the same date, the applicant was not allowed to bring his medication to the police office, which caused him to be overdue with his medication upon release.
3. On the same date, the officer who arrested the applicant did not listen when he informed him that he required to travel with an escort and responded in a bullying manner throughout.
4. On the same date, the applicant was misled by an officer when they informed him that not asking for a solicitor would speed things up.
5. On the same date, the applicant requested that his sister be notified of his release, however despite being told that the call had been made, he does not believe that it was.

Police Scotland's Decision

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

Our Findings

We have found that Police Scotland handled complaints 2, 3 and 4 to a reasonable standard, but not so complaints 1 and 5. 

Consequently, we have made four recommendations and one learning point to address the shortcomings in Police Scotland’s handling of the complaints.

In summary, we have recommended that Police Scotland conduct further necessary and proportionate enquiries and reassess the complaint in light of our observations and the information obtained. Thereafter, Police Scotland should provide the applicant with a further response which reflects all available information and which clearly explains whether the complaints are upheld or not upheld. 

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

Outcome

Police Scotland implemented 4 recommendations and 1 learning point in this case. In doing so, Police Scotland conducted additional enquiries and reassessed two complaints in line with our recommendations. Thereafter, the applicant was provided with a further response which clearly explained why the complaints remained not upheld. Additionally, Police Scotland recorded two complaints as separate allegations. Lastly, learning was discussed and accepted by the Inspector involved regarding the use of guidance in the complaint response.

Police Bodies: Police Scotland