Complaint Handling Reviews

The Complaints

The complaints in this case arose after the applicant’s daughter called the police on 5 September 2023 in relation to a neighbour dispute. We have reviewed the handling of two complaints, namely that:

1. an officer remarked during an incident that the applicant’s daughter “is big enough and adult enough to fight her own battles”; and
2. an inspector told the applicant that he had twisted her words. 

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 asked Police Scotland to conduct further enquiry into both complaints and provide the applicant with a further response.

We have also identified two learning points in relation to Police Scotland’s administration of the complaints.

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

Outcome

Police Scotland implemented two recommendations and two learning points. In relation to the recommendations, Police Scotland conducted further enquiries and provided the applicant with a further response which addressed the shortcomings in the handling of two complaints that we had highlighted in our report. One complaint remained not upheld whilst the other was upheld. The rationale for both of these determinations were adequately outlined. In relation to the upheld complaint, an apology was issued to the applicant and learning was identified to the individual officer.

In terms of the learning points, Police Scotland emailed complaint handlers reminding them of the provisions set out in our Statutory Guidance that: i) policing bodies should aim to respond to complaints requiring investigation within 56 days of receipt; and ii) whenever the period of 56 days is exceeded, complainers should be updated immediately and thereafter at least once every calendar month, or such other period as may be agreed with the complainer.

For the second learning point, Police Scotland also emailed complaint handlers to remind them of the provisions within our Statutory Guidance in relation to the early resolution of complaints and when it is appropriate to apply these.

Police Bodies : Police Scotland