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 Q2 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.

As previously reported, SPA dip-sampling of Police Scotland closed complaints is temporarily paused due to capacity challenges within the team. However, it is hoped that this will resume in early 2025.

Following reporting of annual data to the Committee in June 2024, the team have drafted a fourth annual Committee-specific report, covering the business of the Committee during 2023-24. The report, which is being presented at Item 9, provides long-term trend analysis in respect of data considered by the Committee, and – this year – is expanded beyond a focus on complaints, to cover wider matters, including officer misconduct.

Stakeholder Meetings

The National Complaint Handling Development Group (NCHDG) met again on 26 September 2024, chaired by Superintendent Kate Stephen. As part of ongoing benchmarking to ensure continuous improvement, the Police Ombudsman for Northern Ireland (PONI) attended the meeting where positive discussion took place regarding their complaint handling model. In addition, the following was discussed:

• Status update on recommendations from joint PIRC/SPA audit on triage of Police Scotland complaints
• Opportunities to highlight current complaint handling timescales in communications and on public websites
• Review of the Police Scotland Complaints about the Police Standard Operating Procedure (including updates cognisant of the United Nations Convention on Rights of a Child). The procedure will be subject to full internal and external consultation and shared with the Committee in due course
• Bi-annual complaints handling training plans

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.

As previously reported, during Quarter 1, the PIRC reported back on its review of a complaint handled by the SPA. This complaint did not relate to a Police Scotland senior officer, and did not require reconsideration of the original decision made. It related to a case dealt with via Early Stage Resolution by way of explanation and apology, but which (due to the nature of the complaint and timescales involved) should have been subject to formal determination.

The report made one recommendation – that the SPA record an appropriate determination on the applicant’s complaint.

It also identified a number of specific organisational learning opportunities, as follows:

• Record keeping – email correspondence should be saved and titled correctly within complaint files
• Complaint determination – final response letters should state clearly whether a complaint is upheld or not
• Sharing learning – any learning identified during a complaint investigation should be appropriately detailed in final response letters to complainers
• Notification of PIRC’s review function – final response letters should appropriately notify complainers of their entitlement to seek a review by the PIRC

The SPA have since implemented the recommendation and learning points, and have received confirmation from the PIRC that they are satisfied that they have been addressed.