Complaint Handling Reviews

The Complaints

The complaint in this case arose after police officers forced entry to the applicant’s property. This resulted in damage to the applicant’s front door. The applicant was not present when this occurred but arrived shortly afterwards. The police officers who remained at the property told the applicant they were performing a welfare check on an individual (Mr A). The applicant told officers that Mr A did not live there, nor had he lived there previously.

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

• Police Scotland forced entry to the applicant’s property and refused to pay for it to be fixed.

Police Scotland's Decision

Police Scotland did not provide a determination on the applicant’s complaint.

Our Findings

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

Consequently, we have made a recommendation to address the shortcomings in Police Scotland’s handling of the complaint. In summary, we have recommended that Police Scotland conduct any further necessary and proportionate enquiry into the complaint, taking account of our observations. Thereafter, Police Scotland should provide the applicant with a further response which takes account of all material information available, and which gives a clear rationale for whichever conclusion is reached.

We have also identified a learning point in relation to Police Scotland’s administration of the complaint.

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

Police Bodies: Police Scotland