Scottish Police Authority Complaints Performance

The following charts provide information regarding the handling of relevant complaints received by the Authority during 2023-24, and provide comparison to previous years. Due to prior arrangements for reporting to Committee, trend information is only available (except where otherwise stated) from 2019-20. Earlier data based on the previous reporting approach is outlined in previous annual reports.

In all instances, data below relates solely to cases received within the remit of the SPA. The SPA continues to receive significantly more complaints than it is responsible for within the legislative framework. The vast majority of these are matters which require to be brought to the attention of Police Scotland’s Professional Standards Department (PSD). Engagement has taken place with other policing oversight bodies, which has evidenced that the SPA is not unique in this regard and that activity to ensure appropriate signposting to complainants is consistent with that undertaken elsewhere.

Complaints

Table 19 shows the number of relevant complaint cases received per year, as well as other cases within the remit of the SPA (see Introduction). ‘Other’ cases include grievances, whistleblowing, miconduct allegations, criminal allegations etc.). In the context of low case numbers received generally, volumes of relevant complaint cases (and allegations) show a gradual decline (although noting a steep drop in 2022-23). Across the five-year period, 59% of cases received (within the SPA remit) were categorised as relevant complaints. There has been a steady increase in other cases not categorised as relevant complaints.

Table 20 shows the number of relevant complaint cases received per year, broken down by subject of complaint. The majority of relevant complaints (69%) relate to senior officers of Police Scotland, although absolute volumes remain low. From 2019-20, the number of relevant complaints (and allegations) about senior officers was largely static, until 2022-23 when no cases were received.

Whilst four complaints were received in 2023-24, this remains lower than previous levels. Since 2019-20, relevant complaints (and allegations) about the SPA (including Forensic Services) have remained consistently low.

Allegations

Table 21 and 22 show the number of allegations contained in relevant complaint cases received by the SPA, broken down by both subject of complaint and allegation category.

The split of allegations by subject of complaint mirrors that of overall relevant complaint cases, with 61% (of 77 individual allegations over the five-year period) relating to senior officers of Police Scotland.

In respect of allegations by category, On Duty allegations were broadly similar in number from 2019-20, until a significant drop in 2022-23, following which numbers remained low in 2023-24. Since 2019-20, the number of Quality of Service allegations have remained low. No Off Duty allegations have been received over the reporting period.

Determinations

Table 23 shows the determination of ‘relevant complaint’ allegations.

From closed cases, 26% of all allegations during the past five years were resolved through Early Stage Resolution (which enables complaints to be resolved at an early stage by way of explanation, assurance or apology). During 2022-23 and 2023-24, specifically, all allegations were addressed in this way.

Of those allegations (over the five-year period) which did require a determination by the SPA, 7% were upheld. In respect of complaints received (and subsequently closed) during this period, the PIRC completed one Complaint Handling Review, determining that the complaint had been handled to a reasonable standard by the SPA.

Closure Timescales

Table 24 shows the average timescales for the closure of ‘relevant complaints’ handled by the SPA. Following a high of 96 days in 2017-18, the average time to closed relevant complaints has broadly reduced, with cases closed in 2023-24 taking an average of 17 days.

Table 25 shows the number of cases which were completed outwith the 40-working day (i.e. 56 calendar day) target, and the length of time taken (shown in bands). Following a high in 2018-19, the number closed over target has decreased, with all cases closed within target during the last two years.

As with Police Scotland, a number of factors can affect the time taken to conclude relevant complaints. In respect of cases completed outwith target during the reporting period, these include:

• Complexity/seriousness of enquiries and investigations undertaken
• Requirement for case reviews by Forensic Services
• Large volumes of documentation provided by the complainer
• Information required from outside the SPA which was not readily available
• Multiple requests for complainer to submit information