Complaint Handling Reviews

The Complaints

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

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

1. Police Scotland conducted insufficient enquiry into the applicant’s report of fraud; and

2. Police Scotland failed to provide the applicant with sufficient updates in relation to her report of fraud.

Police Scotland's Decision

Police Scotland did not uphold either of 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 conduct further proportionate enquiries, and thereafter provide the applicant with a further response to her complaints which takes account of our observations and clearly explains whether the complaints are upheld or not upheld. 

Our recommendations and the 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 this case. In doing so, Police Scotland conducted further necessary enquiries, reassessed the available information and thereafter provided the applicant with a further response which explained why both complaints were now upheld. Police Scotland also considered their existing guidance regarding the recording of all communication and updates on a crime report, in line with our learning point. Thereafter, Police Scotland developed a force memo which detailed the learning identified in this case, to be shared within the organisation.

Police Bodies: Police Scotland