Introduction & Intention

Introduction

This Policy has been developed to provide guidance to 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 (the Authority) 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.

Intention

To make it clear to all complainants, both at initial contact and throughout their dealings with our office, what the Authority can or cannot do in relation to their complaint. In doing so, we aim to be open and not raise hopes or expectations that we cannot meet.

To deal and respond fairly, honestly, consistently and appropriately with all complainants, including those whose actions the Authority consider unacceptable. We believe that all complainants have the right to be heard, understood and respected. We also consider that Authority staff have the same rights.

To provide a service that is accessible to all complainants. However, the Authority retain the right, where we consider the actions of the complainant to be unacceptable, to restrict or change access to our service.

To ensure that complainants and Authority staff do not suffer any disadvantage from unacceptable actions from a complainant.