Complaint handling in any organisation is central to the integrity of the relationship to its customers and clients. This is especially true in public services, where safeguarding may be a consideration. And arguably nowhere is it more critical than in policing, where dealing with complaints to the highest possible standard and in a timely manner is fundamental to public trust and confidence.

I joined the Authority board in 2024, and earlier this year took on the role of Chair of the Authority’s Complaints and Conduct Committee. Since April 2024, a key focus of the Committee’s oversight has been on the backlog of non-criminal complaints about the police.

The backlog had reached significantly high levels following an increase in complaints from 2021 onwards, and the Professional Standards Department was faced with a considerable challenge in managing the volume whilst maintaining service standards.

To address and resolve this situation, Police Scotland created Operation Glade. This Operation is focused on reducing the backlog and co-ordinating improvements to the handling of such complaints to prevent a backlog reoccurring. The creation of Operation Glade and the resources allocated to it reflects the importance that Police Scotland places on clearing the backlog and making long-term improvements to complaint service delivery.

The Committee has received regular reports on the progress made by Operation Glade since it was established. Regrettably, in my first report as Chair of the Committee to the Authority board in May, I made it clear that despite the work undertaken as part of Operation Glade, the situation remained neither acceptable nor sustainable.

However, I also acknowledged that the Committee was encouraged by recent efforts to turn the situation around, including the allocation of a significant portion of the backlog to local divisions. We were keen to see whether this approach would bear fruit and in my report to the Board I stressed that we expected to see tangible progress by the time we next met in September.

The Committee met again on 15 September, and we were pleased to note that progress had been made with improved levels of service to complainers through better engagement, quicker timelines to resolution and, crucially, the completion of around half of the complaints allocated.   

We were also encouraged that steps were being taken to embed the local allocation model in future arrangements. However, with unallocated cases once again rising, we were only able to offer limited assurance on the progress made to date. There is still a considerable way to go until an acceptable level is reached which can then be maintained. We will be looking for further assurance at our next meeting in November, on both the current situation and the development of a sustainable model for the future.

What has become clear as the work has progressed over recent months is that this work needs a whole system approach from Police Scotland, the Authority and the Police Investigation & Review Commissioner. Recent tripartite discussions have been positive, leading to agreed expectations and a shared focus on the improvements which are needed.

I am under no illusion that the path from red to green remains challenging and pressing. My fellow committee members share that view. Getting to where we need to be to ensure public trust and confidence regarding the speed and effectiveness of complaint handling requires continued sustained investment and effort.

Complaint handling is one of our three priority areas of oversight and scrutiny for the year ahead, and we will remain focused on driving improvement.