Complaint Handling Reviews

The Complaints

The complaints in this case arose after the applicant reported her neighbour to the police on two separate occasions for racially aggravated anti-social behaviour. No crime was established on each occasion following officers’ attendance. We have reviewed the handling of five complaints, namely that: 

1. on 16 June 2024 and thereafter, nobody was charged with a hate crime the applicant reported in relation to people shouting and swearing in a racially aggravated manner on 13 June 2024;
2. on 16 June 2024 and thereafter, police officers acted in a discriminatory manner based on the applicant’s race, adversely impacting on the level of service provided;
3. on 3 July 2024 and thereafter, a police officer did not investigate the applicant’s report of a hate crime in relation to being heard to use racist language on 3 July 2024;
4. on 3 July 2024 and thereafter, the applicant was not provided with a reason why a report made to the police was regarded as a hate incident as opposed to a hate crime; and
5. on 3 July 2024 and thereafter, the applicant was not provided with updates in relation to a report of a hate crime after a person was heard to use racist language on 3 July 2024.

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 of the applicant’s complaints to a reasonable standard. 

However, we have identified two learning points for Police Scotland in respect of compliance with the established complaint handling guidance and procedures.  

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

Outcome

Police Scotland implemented both learning points: one relating to the inappropriate use of Frontline Resolution (FLR) and record keeping; and another relating to the importance of final responses to complaints being clear and easy to understand. This learning was shared with and accepted by the staff involved.

Policing Bodies: Police Scotland