Complaint Handling Reviews

The Complaint

We have reviewed the handling of one complaint, namely: 

1. that two officers attended the applicant’s address at an unreasonable time of night.

Police Scotland's Decision

Police Scotland did not provide a determination on 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 identified a learning point to address the shortcoming in Police Scotland’s handling of the complaint. 

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

Outcome

Police Scotland implemented the learning point made in this case. We asked PSD to remind a complaint handler that where a complaint cannot be resolved and a decision is taken to close the complaint without a full investigation, the complaint response should clearly explain why the complaint is not being further investigated. The rationale provided should align with one of the statutory guidance provisions. 

PSD confirmed that the complaint handler had been reminded of the above.

Police Bodies: Police Scotland