Complaint Handling Reviews

The Complaints

The complaints in this case arose following a long-standing dispute between the applicant and her neighbour. The applicant contacted the police on several occasions to report incidents including: damage to and theft of her property; threatening behaviour; and feeling harassed by her neighbour’s use of CCTV. Several officers of the applicant’s local Community Policing Team responded to her reports. The applicant was also the subject of reports made to the police by her neighbour. We have reviewed the handling of five complaints, namely that: 

1. no action was taken in relation to a theft of the applicant’s property in April 2023; 

2. officers laughed at and humiliated the applicant in April 2024; 

3. the applicant did not get an update in relation to a crime she reported on 15th July 2024; 

4. no action has been taken in relation to a surveillance device positioned on the applicant’s property; and

5. officers have discriminated against the applicant due to her disability.

Police Scotland's Decision

Police Scotland did not uphold any of the applicant’s complaints. 

Our Findings

We have found that Police Scotland handled complaints 1, 2 and 3 to a reasonable standard, but not so complaints 4 and 5. 

Consequently, we have made two recommendations to address the shortcomings in Police Scotland’s handling of the complaints. In summary, we have recommended that Police Scotland undertake any further necessary and proportionate enquiries and reassess the available information in respect of complaints 4 and 5. Police Scotland should thereafter provide the applicant with a further well-reasoned response to each of the complaints. 

We have also identified a learning point relative to Police Scotland’s administration of the complaints.

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

Police Bodies: Police Scotland