Report Summary
This policy has been developed to provide guidance to Authority staff when dealing with unreasonable or persistent complainers.
The document has been adapted from guidance provided to public service providers by the Scottish Public Services Ombudsman (SPSO) and articulates the Scottish Police Authority's approach to the rare instances where persons who complain do so in such circumstances that their actions or behaviour do not justify expending further resources or are otherwise unreasonable.
Such instances are very rare but typically involve persons who refuse to accept closure and constantly write reiterating the same complaint. Consequently public monies are unnecessarily and/or disproportionately spent on such investigations.
The term complainant includes anyone acting on behalf of a complainer or contacts the Authority in connection with a complaint.
Compliance
The contents of this document have been based on the Office of the Scottish Public Services Ombudsman (SPSO) best practice guidance, and are in line with guidance offered to all Scottish Public Authorities on such matters. It is intended that this document will be subject to regular review and amendment, as appropriate.
