Report Summary
This is the Authority’s third Complaints and Conduct Committee annual report, which provides information and insights about numbers, performance and assurance in relation to complaints received during 2022-23.
To access the full document please open the PDF document above.
To view as accessible content please use the sections below. (Note that tables and some appendixes are not available as accessible content).
Police Scotland Complaints Performance
Whilst this report relates to handling of complaint matters in relation to dissatisfaction with policing, the Committee have sought clarity on processes in place to enable members of the public to submit expressions of satisfaction with their experience. Police Scotland advise that data is drawn from regular User Satisfaction and Confidence Surveys, which they plan to publicise on their website, and that they are currently engaging with other forces to identify any learning in respect of approaches to measuring public satisfaction.
Complaints
Table 1 below provides details of complaints received by Police Scotland during 2022-23, including comparison to the previous five years. Reference to five-year averages throughout this report is to the period covering 2017-18 to 2021-22 (inclusive). The impact of COVID-19 related complaints during 2020-21 and 2021-22 should be considered when drawing comparison to previous years.
|
Command Area |
5-year average |
2017-18 |
2018-19 |
2019-20 |
2020-21 |
2021-22 |
2022-23 |
% Change from 2021-22 |
% Change from 5-year average |
|
East |
2,090 |
2,211 |
1,942 |
1,990 |
2,172 |
2,133 |
1,996 |
-6.4% |
-4.5% |
|
North |
1,512 |
1,369 |
1,397 |
1,561 |
1,687 |
1,547 |
1,539 |
-0.5% |
+1.8% |
|
West |
2,889 |
2,869 |
2,661 |
2,794 |
3,124 |
2,999 |
3,086 |
+2.9% |
+6.8% |
|
Total |
6,491 |
6,449 |
6,000 |
6,345 |
6,983 |
6,679 |
6,621 |
-0.9% |
+2.0% |
During 2022-23, 6,621 complaints from members of the public were received, a decrease of 58 (0.9%) from 2021-22. Police Scotland have stated that the key driver in this overall decrease relates to Service Outcome allegations, alongside significant reductions in allegations related to Incivility and Irregularity in Procedure (see below). This total represents a 2.0% increase from the five year average. Based on this wider context, complaints are at a level broadly comparable with an average year.
North Command
The North Command Area experienced a 0.5% decrease in complaints compared to 2021-22, but a 1.8% increase against the five year average.
Table 2 below identifies a notable trend within North East Division. It is noted that in 2021-22, whilst the Division experienced a 7.8% reduction against 2020-21, complaint volumes that year were nevertheless a 6.3% increase against the (then) five year average. When reporting on 2021-22 performance, Police Scotland committed to continuing to monitor complaint levels within the Division. In relation to the trend below, it confirmed that the primary influencers were Service Delivery and Service Outcome allegations, with lower volume increases in Policy/Procedure and Assault allegations. It has committed to undertaking further analysis in this regard.
Table 2:
|
Division |
No. Complaints |
% Change from 2021-22 |
% Change from 5-year average |
|
North East |
633 |
+7.8% |
+11.8% |
East Command
The East Command Area experienced a 6.4% decrease in complaints compared to 2021-22, alongside a 4.5% decrease against the five year average. No increases of note were identified within Divisions across the East.
West Command
The West Command Area registered a 2.9% increase in complaints compared to 2021-22, alongside a 6.8% increase against the five year average.
The key divisions influencing the increase are:
Table 3:
|
Division |
No. Complaints |
% Change from 2021-22 |
% Change from 5-year average |
|
Ayrshire |
389 |
+18.6% |
+22.6% |
|
Renfrewshire & Inverclyde |
282 |
+12.8% |
+15.3% |
|
Dumfries & Galloway |
234 |
+14.1% |
+22.0% |
|
Lanarkshire |
672 |
+3.2% |
+5.4% |
The above is broadly linked to a rise in Quality of Service related allegations within these areas, alongside specific increases in Assault allegations within Ayrshire and Lanarkshire. Police Scotland have committed to undertaking further analysis in this regard.
Specifically in relation to Dumfries & Galloway, in 2021-22 the Division experienced a 3.6% increase in complaints against 2020-21, which amounted to an 8.9% increase against the (then) five year average. At the time, Police Scotland advised that complaints within the Division would continue to be monitored.
