Frequently asked questions
In this section you'll find questions related to the following policing topics:
- Complaints and investigative process
- Quality of service
- Cybercrime and social media
- General concerns
There is also a wealth of information available on the Ask the Scottish Police website. It may assist you with guidance in relation to legislation used by Police Scotland.
There's also policies and procedures in place for our police officers and staff.
If you would like more information specific to the policing of Conference of the Parties 26 (COP26), please visit our COP26 section.
Complaints and investigative process
What do I need to know about making a complaint?
You can make a complaint about the quality of service you have received from Police Scotland.
You can also make a complaint about the way a police officer or member of police staff has acted.
As a result Police Scotland may:
- provide you with an explanation
- offer you an apology
- provide the officer(s) with training or advice
- send the complaint for further investigation.
If you are unhappy with the response offered by Police Scotland to a non-criminal complaint, you may refer the complaint to the Police Investigation & Review Commissioner.
If your complaint alleges criminal activity or behaviour, Police Scotland will liaise with the Crown Office and Procurator Fiscal Service (COPFS) and/or PIRC to consider whether the matter will be investigated by Police Scotland or PIRC.
What can I expect if I complain?
The person dealing with the complaint will contact you to get more details. They should ask you what you want to happen.
You can expect to be listened to and treated fairly.
You will be kept updated about the progress of your complaint.
When your complaint is finalised, you will be contacted about the outcome and any action that will be taken as a result.
Can I complain about any police officer?
Yes
If the police officer is from Police Scotland, then we will investigate your complaint.
However, if the officer is from another Police Force then we will send your complaint to the officer’s own force who will then investigate your complaint.
Will I be kept up to date with the progress of my complaint?
Yes.
An enquiry officer will be allocated to your complaint and will keep you updated.
It is good practice for the enquiry officer to keep you updated on the progress of your complaint every 28 days by letter, email or telephone. However an alternative contact schedule may be agreed if appropriate.
If you would like an update at any other time or have further information in relation to your complaint, the enquiry officer will provide you contact details for this.
I’m under 16 years old. Can I still make a complaint?
Yes. You will need to be accompanied by a parent, guardian or other suitable adult when discussing your complaint with the enquiry officer.
Further information can be found in the Know Your Rights section of the Youth Hub and through the Children and Young People’s Commissioner Scotland.
Will my complaint will be recorded by Police Scotland?
The majority of complaints received by Police Scotland will be recorded and investigated in line with existing processes.
In certain circumstances, your complaint may be resolved by way of explanation or by providing further assistance and may not need further investigation. Your complaint will still be recorded on police systems.
If your complaint is not recorded, for example when we identify it relates to another agency (for example, your local authority) Police Scotland will log information about your complaint.
If the officer needs to take any of my property to help investigate my crime or complaint, how long will it take for me to get it back?
Your property will only be taken if it is necessary to assist the investigation or for forensic examination as evidence. This is known as a production.
Productions are assessed on a case-by-case basis. In criminal cases the decision around retention will often be for the Crown Office Procurator Fiscal Service to make.
If you would like further information regarding your property you should contact the enquiry officer. You can also get copy of the Productions National Guidance.
Quality of Service
Should a police officer always tell me their name?
No, the Police officer may provide you with either their name or their shoulder number.
There is a new process in place for verifying the identity of a lone officer. More information can be found on the Lone police officers to offer verification check to members of the public news article.
The police officer dealing with my crime/incident has not updated me, what can I do about this?
Due to operational demands it is not always possible for police officers to provide updates at agreed times.
Whilst this can of course be frustrating, if the officer provided you with their email address we would ask you to please contact them directly in the first instance to request an update.
Alternatively you can use the Contact Us Form and your request will be forwarded to the officer.
You can also ask that the officer’s supervisor be sent a copy of your request.
I would like to find out more information about the data Police Scotland hold on me or I'm unhappy with how my data is being processed, what should I do?
Article 15 of the General Data Protection Regulation and section 45 of the Data Protection Act 2018 provide a right of access to the information Police Scotland holds about you.
There is no charge for subject access requests.
More information on Subject Access Requests - Police Scotland
The Information Commissioner can also advise further in relation to your rights.
I have tried to contact Police Scotland in relation to a crime or incident using the 101 and feel the wait time has been excessive, what should I do?
101 is the non-emergency number for Police Scotland.
If you are calling in relation to an emergency please call 999.
The 101 number is available 24 hours a day, 7 days a week, and does experience a variation in demand with longer waits experienced during peak times.
If you are looking for general advice or guidance on police-related matters such as crime prevention, road traffic or criminal offences, there’s a wealth of information available on the Ask the Scottish Police website.
You can also find additional information and can contact Police Scotland via our website. Use the Contact Us Form to report a crime, request an update or make a general enquiry.
Cybercrime and social media
Can I complain about an incident that I have seen on social media?
No. Not if you have viewed a video which relates to an incident that you were not present at or otherwise involved in.
To make a complaint you must:
- Be the person in relation to whom an act or omission has taken place
- Claim to have been adversely effected by the act or omission
- Claim to have witnessed the act or omission occur
- Be a person acting on behalf of a person falling within the above.
I have been the victim of a cyber/telephony crime and although I do not live in Scotland I believe that the suspects do, how can I report this?
In the first instance you should contact your local police force.
In the United Kingdom, crimes such as online fraud are investigated by the police force covering the victim’s home until a clear address of the suspect can be obtained.
Often, cybercriminals create fake websites, and provide misleading information to give the impression that they are in another location to mislead both the victim and police.
In the first instance you should contact your local police force in your country of residence for advice.
They should investigate the matter and if appropriate, they can contact Police Scotland via Interpol should it be confirmed the suspect(s) are in Scotland.
General concerns
I am unhappy about a recent march, demonstration or protest that took place in my area, why did Police Scotland allow this to take place?
Police Scotland have a responsibility to facilitate peaceful public events, demonstrations or marches.
The police cannot prevent the public from exercising their rights to free speech or assembly but they do have a responsibility to ensure that such events are conducted peacefully and with due regard to public safety.
The police can place restrictions on planned events under certain circumstances where there is a need to protect the public or prevent serious disruption from taking place.
I am having problems with youths hanging around every night and want the police to do more about this, what should I do?
If the problems are happening now, call us by telephone on 101 or 999 if it is an emergency.
If this is not happening now and you would like to discuss an ongoing issue or find out more about the Police response to previous reports you can ask to discuss the matter with an officer or supervisor from your local community policing team.
Please use the Contact Us Form