Further Detail on the Report Topic

SPA Complaints Performance

Appendix A provides an overview of the complaint handling responsibilities of the SPA with explanatory text on reporting terminology.

The SPA Complaints Quarterly Performance Report, including key statistics reflecting the position at the end of Q4 2023/24, is attached as Appendix B to this report. The quarterly report provides comparison to the previous 8 quarters.

Appendix C contains the SPA Complaints Annual Report providing details over the past 5 years.

Workload Management

Detail on ongoing workload is presented as a separate agenda item at the private session of this meeting.

Dip-Sampling of Police Scotland Complaints

Due to essential IT upgrades and staffing challenges, dip-sampling of complaints closed by Police Scotland during Q2 2023/24 has been postponed. The report to the next Committee in September 2024 will cover both Q2 and Q3 2023/24 closed complaints.

Stakeholder Meetings

The National Complaint Handling Development Group (NCHDG) met again on 18 March 2024, chaired by Superintendent Kate Stephen, where it considered areas of focus as part of planned engagement with other policing complaints bodies (Police Ombudsman for Northern Ireland, Independent Office for Police Conduct (England & Wales) and Garda Siochana Ombudsman Commission (Republic of Ireland). The group also discussed actions to address recent trends in Complaint Handling Review outcomes; potential review of communications in respect of complaint handling timescales; and actions to enhance public reporting of organisational learning.
The Strategic Oversight Group (SOG) has not met since the last CCC meeting.

Engagement with Other Organisations

A benchmarking exercise comparing public reporting on policing complaints and conduct matters in England, Wales and Northern Ireland has recently been completed. Whilst there are a number of areas where public reporting by Police Scotland goes beyond that published elsewhere, the benchmarking exercise does identify a number of opportunities to further enhance its reports, although it is noted that some of these may be dependent on current system developments. The benchmarking report will be shared with Members and with Police Scotland colleagues with a view to exploring scope to adopt potential changes going forward.

Improvement Activity

Measures continue to be taken to reduce the number of cases received that are outwith the remit of the SPA and ensure that members of the public are signposted appropriately when making a complaint.

Organisational Learning

The SPA is committed to promoting a culture of organisational learning. Opportunities are identified through a variety of sources including the handling of complaints within the remit of the SPA and PIRC Complaint Handling Reviews (CHRs) if applicable. No specific organisational learning opportunities have been identified during this reporting period.