Complaint Handling Reviews

The Complaints

The complaint in this case arose following a civil dispute between the applicant and his son.

We have reviewed the handling of a single complaint, namely that:

• Police Scotland did not investigate the applicant’s report that he was defrauded of a sum of money.

Police Scotland’s Decision

Police Scotland did not determine the applicant’s complaint.

Our Findings

We have found that Police Scotland did not handle the applicant’s complaint to a reasonable standard.

We have identified four learning points relative to Police Scotland’s administration of the complaints.

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

Outcome

Police Scotland implemented all four learning points issued in this case. In doing so, they reminded complaint handlers that:

• FLR should be attempted before considering the use of the non-investigation provisions;
• Relevant complaints should not be treated as ‘Miscellaneous’;
• Accurate auditable records should be maintained throughout the complaint enquiry; and;
• Police Scotland should contact complainers and apologise for delays beyond the 56 day timescale 

Police Bodies : Police Scotland