Further Detail on 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 Q1 2024/25, is attached as Appendix B to this report and provides comparison to the previous 7 quarters.

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

Appendix C provides a report on SPA dip-sampling of complaints closed by Police Scotland during Q3 2023/24. No exercise was carried out in respect of Q2 2023/24, given that this period was separately subject to audit by the PIRC.
A summary of key findings and recommendations is outlined below.

Key Findings:

• Of the 77 cases reviewed, 77% were found to have been concluded within 40 working days
• The average timescales for concluding non-criminal cases (exclusive of FLR) was 99 working days
• In complaints subsequently abandoned, as with earlier samples, delays were identified in the time taken to contact the complainer once the complaint had been passed for allocation
• As with earlier samples, there continue to be a small number of instances of inaccurate or incomplete record-keeping
• Following an earlier improvement identified within the Q1 2023/24 sample, timescales on this occasion show no significant change
• With the exception of the above points, all cases have otherwise been deemed to have been handled appropriately in terms of the CAPSOP (and, in turn, the PIRC Statutory Guidance).

Recommendations

• As identified from earlier samples (and the earlier joint SPA/PIRC audit), Police Scotland should monitor: timescales following the initial assessment of the complaint and contact with the complainer; and record keeping. Findings in this regard further align with those of the recent PIRC audit.

Stakeholder Meetings

The National Complaint Handling Development Group (NCHDG) met again on 25 June 2024, chaired by Superintendent Kate Stephen.

As part of ongoing benchmarking to ensure continuous improvement The Scottish Public Services Ombudsman (SPSO) attended the meeting where positive discussion took place regarding their complaint handling model. Members were updated on the SPSO’s management of complaint backlogs and public expectation, with best practice and learning being shared across the group.

The United Nations Convention on the Rights of the Child (UNCRC) was enacted in Scots Law on 16 July 2024, and the SPSO provided an input to the group on this subject, which generated discussion regarding the impact on the complaint handling process.

The Strategic Oversight Group (SOG) has not met since the last Committee meeting.

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.
During the quarter, PIRC reported back on its review of a complaint handled by the SPA. This complaint did not relate to a Police Scotland senior officer. The report made one recommendation (which did not require reconsideration of the original decision in relation to the complaint), as well as identifying a number of specific organisational learning opportunities. Further details in this regard will be reported following implementation of the recommendation and learning points, and confirmation from the PIRC that they are satisfied that they have been addressed.