Complaint Handling Reviews

The Complaints

The complaints in this case arose following the applicant’s father’s report to the police about a fraudulent foreign property deal. We have reviewed the handling of two complaints, namely that: 

1. The suspect in the fraud case was never arrested and interviewed; and

2. The officers stated that they hoped to resolve the case but did not explain that this would not entail any recourse of monies lost.

Police Scotland's Decision

Police Scotland did not uphold 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 three recommendations to address the shortcomings in Police Scotland’s handling of the complaints. In summary, we have recommended that Police Scotland conducts any further necessary and proportionate enquiries into the complaints. Thereafter, Police Scotland should provide the applicant with a further well-reasoned response that clearly explains whether the complaints are upheld or not upheld. We have also recommended that Police Scotland provides the applicant with an explanation and, if appropriate, an apology for the delay in responding to her complaints.

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

Outcome

Police Scotland implemented three recommendations in this case. In doing so, Police Scotland carried out further enquiries, re-assessed the information available and provided the applicant with a well-reasoned further response now upholding one of the complaints, concluding that all proportionate lines of enquiry had not been carried out prior to the case being closed. Police Scotland relayed the findings of the Complaint Handling Review to the Serious & Organised Crime Financial Investigations Department and requested they undertake a review of the investigation to address any lost opportunities, and where appropriate conduct further proportionate investigation and provide the applicant with an update on any revised outcome. In addition, Police Scotland also apologised to the applicant for the delay in responding to her complaints. 

Police Scotland carried out further enquiries, re-assessed the information available and provided the applicant with a well-reasoned further response, now upholding one of her complaints. Police Scotland relayed the findings of the Complaint Handling Review to the relevant investigative department and requested they undertake a review of the investigation. The applicant received an apology and was informed of the further actions to be taken by the relevant department following their review of the case. 

Police Bodies: Police Scotland