Complaint Handling Reviews

The Complaints

The complaints in this case arose after the applicant had a series of interactions with Police Scotland. We have reviewed the handling of thirteen complaints, namely that:

1. in January 2022, an officer was uncivil by making an unnecessary comment about the applicant’s appearance from a photograph;
2. the applicant reported incidents of sexual abuse to the police but no action was taken despite having been told the report would be investigated;
3. in February 2022, the applicant reported to the police that her ex-partner and another female were stalking her, but no action was taken;
4. on 23 February 2022, the applicant reported theft of a necklace to an officer, who took an excessive amount of time to investigate the theft;
5. between 23 February and 21 May 2022, the applicant reported an assault to the police but it was not investigated;
6. on 14 March 2022, the applicant contacted a detective sergeant asking for information regarding the sexual assault she had reported, but he did not reply.
7. on 14 April 2022, the applicant reported to the police that her ex-partner was stalking her, but officers replied that she was the one on bail and did not investigate further;
8. on 26 May 2022 at a named police station, the applicant reported stalking and psychological abuse by her ex-partner and another female, but officers did not take a statement or investigate further.
9. on 26 May 2022, at a named police station, the applicant overheard an officer make an uncivil comment about her to another member of staff.
10. on 26 May 2022, an officer refused to give the applicant his name or shoulder number; 
11. on 26 May 2022, an officer refused to give the applicant her name or shoulder number;
12.  Police Scotland are monitoring the applicant’s social media without justification; and
13. Police Scotland have carried out excessive welfare checks at the applicant’s address and have disregarded that this causes her distress;

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, 3, 4, 5, 6, 8, 10, 11 and 12 to a reasonable standard but not so complaints 1, 7, 9 and 13. 

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 reassesses complaints 7, 9 and 13 and provides the applicant with a further response to each of these complaints. 

We have also identified two learning points in connection to the 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 the recommendations and learning points in this case. In doing so, Police Scotland conducted further enquiries, reassessed the information available and provided a further response to each of the applicant’s complaints, which were well-reasoned. As a result, one of the applicant’s complaints was upheld. An apology was also issued to the applicant and learning for the subject officer involved was identified. Both learning points were appropriately disseminated to staff. 

Police Bodies : Police Scotland