Further Detail on the Report Topic

SPA Complaints Performance 

Appendix A provides an overview of the complaint handling responsibilities of the SPA with explanatory text on reporting terminology.
The SPA Complaints Quarterly Performance Report, including key statistics reflecting the position at the end of Q1 2025/26, is attached as Appendix B to this report and provides comparison to the previous 7 quarters.

Workload Management

Detail on ongoing workload is presented as a separate agenda item at the private session of this meeting.

Following recent recruitment to the team, SPA dip-sampling of Police Scotland closed complaints will resume this year, with a first report on sampled closed cases from Q1 being reported to the November Committee.
The revised SPA Unacceptable, Persistent or Unreasonable Actions by Complainers Policy is now in operation. During Q1 it has been used once, with no appeal received.

Stakeholder Meetings

The National Complaint Handling Development Group (NCHDG) is scheduled to meet again on 20 August 2025.

Organisational Learning

The SPA is committed to promoting a culture of organisational learning. Opportunities are identified through a variety of sources including the handling of complaints within the remit of the SPA and PIRC Complaint Handling Reviews (CHRs) if applicable.

During the quarter, the PIRC reported back on its review of a complaint handled by the SPA. The report requires that the SPA reconsider the original decision in relation to 2 complaint allegations (albeit the reconsideration direction is not subject to PIRC supervision), as well as identifying a number of specific organisational learning opportunities. Further details in this regard will be reported following conclusion of the reconsideration direction, and confirmation from the PIRC that they are satisfied that matters identified have been addressed.