Where any agency or service provider fails to provide you with the services required under the Code, you are entitled to make a complaint and for that complaint to be swiftly and fully addressed. In the first instance, if you feel your entitlements under the Code have not been met or that any service provider has not delivered their duties under the Code, and you feel comfortable doing so, you should discuss your complaint directly with the person you have been dealing with.
Complaints to the Supporting Victims Team
Complaints to other Specialist Providers
Complaints directly related to North Yorkshire Police
Complaints related to other Criminal Justice Agencies
What Happens Next?
A manager from Victim Support or one of the specialist providers will carry out a detailed investigation and meet the individual/team to whom your concern relates.
The organisation will get back to you in a set time-scale but in any case they should acknowledge your complaint and/or respond to your complaint in full within 10 working days of receiving it and they will also be required to send you details about their internal complaints process. If they are unable to meet this requirement (which forms part of the Code of Practice for Victims of Crime) they will get in touch with you to tell you why this will not be possible and discuss an alternative timescale in agreement with you. You should always know what’s happening and feel sure that your concern or complaint is being treated seriously. You should always get an open and fair response and be treated with respect.
Additionally all specialist providers commissioned by the Police, Fire and Crime Commissioner have a duty to alert the Office of the Police, Fire and Crime Commissioner (OPFCC) in regular performance meetings regarding any complaints received. A representative of the OPFCC will then monitor how the organisation responds to your complaint on your behalf, and where necessary request updates on your case.
If you are still not satisfied and/or no resolution to your complaint has been reached you can do a number of things next:
- Escalate your complaint through the organisations internal appeals process where possible; contacting them through the details provided.
- Contact the Office of the Police, Fire and Crime Commissioner (where your complaint relates to one of the specialist providers listed above) by:
The OPFCC will acknowledge your contact within 3 working days and provide a written response within the next 14 days reviewing how the organisation has responded to your complaint.