Complaint Handling Reviews

The Complaints

The complaint in this case arose after the applicant reported an assault. We have reviewed the handling of two complaints, namely that: 

1. the applicant was dissatisfied as he felt an officer did not investigate his report thoroughly; and
2. an officer did not provide the applicant with an update.

Police Scotland's Decision

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

Our Findings

We have found that Police Scotland did not handle either of the complaints to a reasonable 

We have made two recommendations to address a shortcoming in Police Scotland’s handling of the complaints and also a learning point which relates to compliance with the complaints about the Police Standard Operating Procedures.

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

Outcome

Police Scotland implemented two recommendations and a learning point in this case. In doing so, Police Scotland carried out further enquiries, re-assessed the applicant’s complaints, and provided him with a well-reasoned further response clearly setting out why his complaints were now upheld. Learning was also identified and appropriately disseminated to the officer subject of the applicant’s complaint.

Policing Bodies: Police Scotland