Complaint Handling Reviews

The Complaints

The complaints in this case arose after the applicant contacted the police to report an incident at her home. Specifically, the applicant contacted the police for assistance during a domestic disturbance between herself and her husband. Shortly after, the officers attended at the applicant’s property. The applicant’s husband was subsequently arrested, and then later released without charge.

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

1. Officers did not consider the applicant’s wellbeing or safety as a PTSD survivor when they were threatening to force entry to her home;
2. Officers were not truthful when they repeatedly changed what they required from the applicant;
3. Officers said they would allow the applicant to get her medication from her house then proceeded to rush in;
4. Officers did not inform the applicant that they were submitting a referral to social work; and
5. Police Scotland’s referral to Social Work contained incorrect information. 

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 1, 2 and 5 to a reasonable standard but not so complaints 3 and 4.

Consequently, we have made one recommendation to address the shortcomings in Police Scotland’s handling of complaint 3. In summary, we have recommended that Police Scotland conduct further enquiries, reassess the complaint and provides the applicant with a further response.

Our recommendation 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 obtained additional accounts from the officers involved. Thereafter, Police Scotland provided the applicant with a further well-reasoned response which clearly explained why her complaint remained not upheld.

Police Bodies: Police Scotland