Complaint Handling Reviews

The Complaint

The complaint in this case arose after the applicant’s car was seized following a collision with a police vehicle. 

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

• The applicant was not updated that her vehicle was available to collect, and it was subsequently destroyed by the police. 

Police Scotland's Decision

Police Scotland did not uphold 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 further necessary enquiries and, thereafter, issue the applicant with a well-reasoned further response which clearly explains whether the complaint is upheld or not upheld. 

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

Outcome

Police Scotland implemented a single recommendation in this case. In doing so, Police Scotland conducted further enquiries, including contacting the relevant police division to obtain further information, then reassessed the available information in light of our observations. Thereafter, Police Scotland issued the applicant with a further response which clearly explained why the complaint was now upheld and apologised for the shortcomings identified. Additionally, Police Scotland identified learning and shared this with the relevant division accordingly.

Police Bodies: Police Scotland