Complaint Handling Reviews

The Complaint

The complaint in this case arose after officers forced entry to a locked residential property owned and let out by the applicant when attempting to trace an individual who was the subject of a concern for person report. The individual was not located in the property. Officers subsequently spoke with the occupants of a neighbouring property and were informed the individual had moved out of the applicant’s property three years earlier.

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

1. officers forced entry to an address owned by the applicant and did not adhere to the correct protocols when doing so. 

Police Scotland's Decision

Police Scotland did not uphold the applicant’s complaint. 

Our Findings

We have found that Police Scotland did not handle this 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 recommend that Police Scotland conduct further enquiries into the complaint. Thereafter, a further response should be provided to the applicant.

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

Outcome

Police Scotland implemented one recommendation and one learning point identified in this case. In doing so Police Scotland conducted further enquiries, including obtaining accounts from the subject officers. The information available was then re-assessed, information contained in the original police response was corrected, and the applicant was provided with a well-reasoned further response. While the applicant’s complaint remained not upheld, Police Scotland accepted and cascaded learning that we identified in relation to their complaint handling.

Police Bodies: Police Scotland