Complaint Handling Reviews

The Complaints

The complaints in this case arose after the applicant, who is a serving police officer, made a report of domestic abuse to the police against her ex-partner, who is also a serving police officer. Officers carried out investigations following that applicant’s report in November 2021, with Mr A being arrested and charged in February 2022.

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

1. there was a lack of empathy, compassion and level of disinterest shown by one of the officers who attended the applicant’s home address in November 2021; 
2. the officers that attended the applicant’s address in November 2021 did not take her report of domestic abuse seriously; 
3. the officer who completed the DAQ with the applicant made an inappropriate remark in relation to her mental health; 
4. the applicant was treated as a “colleague” and received a lower level of service than a civilian victim of domestic abuse; 
5. the length of time taken to arrest the applicant’s ex-partner was excessive, following the report of domestic abuse; 
6. a risk assessment was not carried out by the officers who attended the applicant’s home address in November 2021; 
7. the RARA risk assessment tool was not used in relation to the applicant’s report of domestic abuse; 
8. no safeguarding or victim safety plan was put in place to protect the applicant; and
9. the DAIU failed to support the applicant as a victim of domestic abuse.

Police Scotland's Decision

Police Scotland did not uphold any of the applicant’s complaints. 

Our Findings

We have found that Police Scotland handled all the applicant’s complaints to a reasonable standard.

However, we have identified a learning point relative to Police Scotland’s categorisation of four of the complaints. Our learning point should be implemented by Police Scotland within two months of the date of this report.

Outcome

Police Scotland implemented our Learning Point. In doing so, Police Scotland re-categorised four complaints from ‘service’ complaints to incivility and irregularity of procedure. Police Scotland also recorded the complaints against individual subject officers. Police Scotland will now be able to identify, monitor and address any recurring complaints or training needs related to those officers in the event of future complaints of a similar nature. 

Police Bodies: Police Scotland