Complaint Handling Reviews

The Complaints

The complaint in this case arose after the applicant reported to British Transport Police (BTP) that she had been assaulted by a male in a train station.  We have reviewed the handling of two complaints, namely that: 

1. the manner in which a constable and a sergeant spoke to the applicant left her feeling as though she was the criminal and not the victim, and that she had wasted her time; and
2. the applicant received a letter, “5 days later”, telling her a crime had been recorded. 

Police Scotland's Decision

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

Our Findings

We have found that the BTP handled complaint 2 to a reasonable standard but not so complaint 1. 

Consequently, we have made three recommendations and identified a learning point to address the shortcomings in the BTP’s handling of the complaint. In summary, we have recommended that the BTP carry out further enquiry and provide the applicant with a further response to complaint 1.  

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

Policing Bodies: British Transport Police (BTP)