Complaint Handling Reviews

The Complaints

The complaints in this case arose after the applicant reported an alleged fraud to Police Scotland.

We have reviewed the handling of two complaints, namely that: 

1. The applicant is dissatisfied with the investigation undertaken by Police Scotland into his report of a crime, including: the level of investigation undertaken; the time taken to investigate his report; and the lack of contact he received.
2. An officer shouted down the phone at the applicant in a nasty manner. 

Police Scotland's Decision

Police Scotland did not provide a determination for the applicant’s complaints.

Our Findings

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

Consequently, we have made two recommendations and identified a learning point to address the shortcomings in Police Scotland’s handling of the complaints. In summary, we have recommended that Police Scotland should re-contact the applicant, conduct any further necessary and proportionate enquiries and provide further responses to the complaints. Our learning point relates to the importance of maintaining accurate records throughout the complaint enquiry. Our recommendations and learning point should be implemented by Police Scotland within two months of the date of this report. 

Outcome

Police Scotland implemented two recommendations and one learning point in these cases. In doing so, Police Scotland recorded one of the original complaints as three separate complaints. Police Scotland thereafter conducted further enquiries, reassessed the available information and provided the applicant with a further response.  The further response advised that two of the complaints were upheld, and the other two complaints remained not upheld. 

PPolice Scotland implemented two recommendations and one learning point in these cases. In doing so, Police Scotland recorded one of the original complaints as three separate complaints. Police Scotland thereafter conducted further enquiries, reassessed the available information and provided the applicant with a further response.  The further response advised that two of the complaints were upheld, and the other two complaints remained not upheld.

Police Scotland also implemented a learning point in this case that related to maintaining accurate records of: the rationale for all decisions that are made throughout the complaint enquiry; all contact that is made with complainers; and all enquiries that are undertaken. Police Scotland confirmed that the learning was discussed with one of the officers involved, but advised that the other officer had since moved to an operational role. 

Police Bodies: Police Scotland