National Complaint Handling Development Group (NCHDG)

The NCHDG was established in August 2019 to provide a forum for the SPA, Police Scotland and the PIRC to work collaboratively to consider all aspects of complaint handling in relation to policing in Scotland. Its original focus was on bringing practitioners from partner organisations together to address a number of practical issues, most of which have since been addressed. Whilst the group was highly successful in working collaboratively to deliver better complaint handling practice in Scottish policing and ultimately to improve public trust and confidence, it was recognised that it had since moved beyond its originally intended purpose. During 2022, partners agreed to pause the group, to enable opportunity to reflect on and review its purpose and remit. The group reconvened in June 2023, and agreed a refreshed focus on delivering better complaints handling via a peer group advisory forum format, with an opportunity to focus on areas of organisational learning and picking up on key matters being raised by the PIRC or the SPA Complaints & Conduct Committee; a vehicle to address issues, such as training, which arise due to officer rotation into and out of Police Scotland Professional Standards Department; and a means of prioritising and co-ordinating partner audit/dip-sampling plans.

During 2023/24, the group met on 4 occasions, with discussions focussed on the following:

• Review of the Police Scotland Complaints about the Police Standard Operating Procedure
• Progress against the recommendations of the earlier joint SPA/PIRC audit and plans for the subsequent PIRC audit
• Capturing and sharing examples of positive learning points and good complaint handling practice
• Review of current guidance for those working in C3, who may receive contact from members of the public in respect of complaints
• Engagement with the Scottish Public Services Ombudsman (SPSP) to better understand support/resources available and how these might be utilised within complaints handling in policing in Scotland.
• Engagement with other policing complaints bodies
• Actions to address recent trends in Complaint Handling Review outcomes
• Public communications in respect of complaint handling timescales
• Enhancement of public reporting of organisational learning relating to complaints