Complaint Handling Reviews

The Complaints

The complaints in this case arose following the death of the applicant’s father. Upon gaining access to her father’s home, the applicant contacted the police to report that items of a high value, including a substantial amount of jewellery, had been stolen. The applicant provided the police with names of individuals she believed had access to her father’s property. An investigation into the alleged theft took place and concluded that there was no evidence of any crime having taken place. 

We have reviewed the handling of one complaint, namely that: 

1. Police Scotland carried out insufficient investigation into the alleged theft of items from the applicant’s late father.

Police Scotland's Decision

Police Scotland did not uphold the applicant’s complaint. 

Our Findings

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

Consequently, we have made a recommendation and identified a learning point to address the shortcomings in Police Scotland’s handling of the complaint. In summary, we have recommended that Police Scotland provide the applicant with a further well-reasoned response to clearly explain to the applicant why Police Scotland considered the criminal investigation was sufficient, and her complaint was not upheld.  We have also issued a learning point regarding the administration of the complaint.  

Our recommendation and learning point 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 provided the applicant with a further response to this complaint which provided a clear and reasoned explanation as to why the complaint was not upheld.  In addition to implementing our recommendation, Police Scotland also implemented one learning point. Complaint enquiry officers were reminded that where similar or duplicate complaints are made, each complainer should be contacted separately about their concerns, unless consent has been given for one party to act as a representative for the other. We have received confirmation from Police Scotland that this learning has been shared accordingly.

Police Bodies: Police Scotland