Report Summary
The Authority has a set of procedures that details how it will handle a relevant complaint to ensure transparency, equality of treatment, common understanding and public accountability.
As this document constitutes actual working procedures, it covers a significant amount of detail. However, it is hoped that by sharing the ‘how’ and the ‘what’ of its complaint handling, this will allow the Authority to focus its efforts on dealing effectively with all complaints. It also highlights what the Authority will do if there are complaints which do not fall within our remit, or if we consider a complainer’s actions to be unacceptable.
Introduction
These complaints handling procedures have been written for a number of audiences:
- Complainers- will act as a guide on how to make a complaint, and what can and cannot be considered
- Individuals being complained about- will allow individuals to understand what process is being undertaken and what outcomes are possible
- SPA Complaints Team- will allow for consistent treatment of all complaints received, and give templates for all stages of work
- SPA Complaints and Conduct Committee (Committee)- will ensure consistent information and knowledge of different disposal routes available for complaints
- Police Investigations and Review Commissioner (PIRC)- will allow for a clear audit trail of process and decision making
- Wider public and stakeholders- will ensure common and transparent understanding of the SPA complaints process
The purpose of having one set of procedures and making them available to all interested parties is to ensure transparency, equality of treatment, common understanding and public accountability.
As this document constitutes actual working procedures, it covers a significant amount of detail. However it is hoped that by sharing the ‘how’ and the ‘what’ of its complaint handling, this will allow the Authority to focus its efforts on dealing effectively with all complaints. It also highlights what the Authority will do if there are complaints which do not fall within our remit, or if we consider a complainer’s actions to be unacceptable.
These procedures refer to legislation, regulations, statutory guidance, and internal SPA/Police Scotland Standard Operating Procedures (SOPs). They do not introduce anything new, but instead provide greater clarity on how each element is used.
The procedures provide detail on how the Authority handles relevant complaints. Grievances, whistleblowing concerns, criminal allegations and misconduct allegations are subject to their own processes and are not covered in any detail in this document.
It is important to highlight that when wrongdoing or omissions are alleged, the Authority will seek to address all concerns as quickly as possible. However, complaints about senior officers of Police Scotland will be prioritised.
