Complaint Handling Reviews

The Complaints

The complaints in this case arose after officers forced entry to the applicant’s home following an allegation that he had breached his bail conditions. Following investigations and unsuccessful initial attempts to engage with the applicant from outside his property, officers forced entry to the applicant’s home, causing damage to his front door and door frame, and arrested him within.

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

1. the applicant's front door and other property were damaged after police forced entry to his address;

2. officers did not provide their names and shoulder numbers when asked to do so; and 

3. officers were too loud when informing the applicant of the reasons for their attendance at his address.

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 and 3 to a reasonable standard, but not so complaint 1. 

Consequently, we have made a recommendation to address the shortcomings in Police Scotland’s handling of complaint 1. In summary, we have recommended that Police Scotland conduct further enquiries, reassess the complaint and provides the applicant with a further response. We have also identified two learning points in relation to Police Scotland’s administration of the applicant’s complaints. 

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

Outcome

Police Scotland implemented one recommendation in this case. In doing so Police Scotland conducted further enquiries, including obtaining additional accounts from the subject officers. The information available was then re-assessed, and the applicant was provided with a well-reasoned further response. While the applicant’s complaint remained not upheld, Police Scotland identified and shared learning with a subject officer regarding the importance of recording their rationale for forcing entry to premises. In addition, Police Scotland accepted and cascaded learning that we identified in relation to their complaint handling in responding to the applicant’s complaints. 

Police Bodies: Police Scotland