Complaint Handling Reviews

The Complaints

The complaints in this case arose after the applicant was stopped by police as she drove home. We have reviewed the handling of seven complaints, namely that:

1. on 17 October 2022, police officers stopped the applicant as she drove home
2. on the same date, a male officer was uncivil to the applicant by failing to listen to her
3. on the same date, the same officer was uncivil to the applicant by accusing old people like her of causing crashes, and told her that she should not be driving
   on the same date, the same officer told the applicant she would be banned from driving
4. on 18 October 2022, a second officer was uncivil to the applicant by shouting and not listening to her
5. on the same date, the same officer told the applicant that she was banned from driving; and
6. the applicant was dissatisfied that Police Scotland seized her vehicle on 18 October 2022, which resulted in her incurring financial loss  

Police Scotland’s Decision

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

Our Findings

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

We have issued made five recommendations and identified one learning point to address the shortcomings in Police Scotland’s handling of the complaints.

Specifically, we recommend that Police Scotland make proportionate enquiries, re-assess the information available and provide the applicant with a further response which clearly identifies all of the applicant’s complaints, provides her with a separate determination for each, and a full explanation for those determinations.

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

Outcome

Police Scotland implemented five recommendations in this case. In doing so Police Scotland conducted further enquiries, including obtaining additional accounts from the subject officers. The information available was then re-assessed, and  the applicant was provided with a well-reasoned further response, now upholding one of the complaints. In addition Police Scotland identified and shared learning with the subject officers. 

Police Bodies : Police Scotland