Scottish Government

Quality of Service
A review of the investigation of complaints against the police in Scotland

HM Inspectorate of Constabulary for Scotland

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Contents

EXECUTIVE SUMMARY AND RECOMMENDATIONS
INTRODUCTION
PART I: THE THEMATIC REVIEW INSPECTION
Chapter 1 Progress Against Recommendations
Introduction
Progress Against Part I Recommendations
Chapter 2 Progress Against Part I and Part III Suggestions
Introduction
Progress Against Part I Suggestions
Case Study of PAM - Personnel Analysis Meeting
Progress Against Part III Suggestions
Recommendations Arising From Part I of the Review Inspection
Areas Requiring Further Attention
Good Practice
PART II: THE WAY AHEAD
Chapter 3 Fit for Purpose?
Introduction
A Modern Complaints System
Support or Straightjacket?
The Nature of a Complaint
Case Study - Conduct Unbecoming?
Counting the Cost
From Blame Culture to Learning Culture
Chapter 4 A Spectrum of Complaints
Across the Spectrum
Quality of Service
Minor Complaints
Complaints and Mediation
Case Study - The Application of Restorative Justice to the Police Complaints Process
Role of the Investigating Officer
Serious Complaints/Criminality - The Role of the Procurator Fiscal
The Investigating Officer's Report
Maintaining Integrity
Informed Assessment
Chapter 5 A Framework for the Future
Introduction
Current Legislation
ECHR Compliant?
An Imperfect Set of Rules?
Conduct Regulations
Senior Officers Conduct
Police Appeals Tribunals
Special Constables and Cadets
National Forces
A Case for Employment Law?
A Framework for the Future
Recommendations Arising From Part II - "The Way Ahead"
PART III: MORE INFORMATION AND STATISTICS
Chapter 6 More Information and Statistics
Background to Data
Complaints Cases Received and Disposed Of Allegations
Referrals to the Procurator Fiscal
Professional Misconduct
Dissatisfied Complainers
APPENDIX A - Statement of Ethical Principles
Tables
1. Investigating Complaints - The Costs
2. Strengths and Weaknesses of Regionalisation
Figures
1. The Complaints Spectrum
2. Informed Assessment
3. Number of complaints cases received by Scottish Police forces in last 5 years
4. Complaints cases per 100 police officers and members of staff
5. Number of complaint allegations disposed of by Scottish forces in last 5 years
6. Share of disposals by allegation type, 2002-03
7. Proportion of allegations found to be substantiated, per complaint type, 2002-03
8. Nature of allegation disposals, 1989-99 to 2002-03
9. Percentage shares of disposal types by force, 2002-03
10. Cases leading to criminal proceedings as a % of all referrals and all disposed cases
11. % share of disposals for conduct cases, 2002-03
12. % share of disposals at conduct hearings, where guilt proven or admitted
13. HMIC complaints as percentage of force complaints