Complaint Handling Reviews

The Complaint

The complaints in this case arose after the applicant was issued with a Notice of Intended Prosecution (NIP) when his vehicle was involved in a speeding offence.

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

• The applicant is dissatisfied with the Notice of Intended Prosecution (NIP) process and the process restarting when the NIP was re-issued.

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 identified two learning points to address the shortcomings in Police Scotland’s handling of the complaint. Our learning points relate to the provision of the complaint reference number and the importance of agreeing the heads of complaint.

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 in this case. One that related to providing the complainer with a complaint reference number at the outset of the complaint enquiry; and another relating to the importance of contacting the complainer to discuss their concerns. The first learning point was circulated to all complaint handlers, whilst the second learning point was disseminated to the relevant officer who accepted the learning.

Police Bodies: Police Scotland