At NSVCS, we are committed to providing the highest standard of service to all victims and service users. We value your feedback – whether it’s a complaint, compliment, or suggestion – as it helps us continually improve and ensures your rights are respected.
Your Rights Under the Victims’ Code
As a victim of crime, you are entitled to:
- Clear, accessible information about your rights and the complaints process, with support for interpretation or translation if needed.
- Prompt recording and acknowledgement of your complaint or feedback.
- Updates and information about the progress and outcome of your complaint.
- Support tailored to your needs, including referral to specialist services if required.
- The opportunity to make a Victim Personal Statement and have your voice heard.
- Information about compensation and how to claim it, where eligible. For more details, see the Victims’ Code.
How to Make a Complaint, Compliment or Give Feedback
We welcome all feedback about our services. You can contact us by:
- Email: feedback@catch-22.org.uk
- Post: Using our freepost form (available on request)
- If writing is a barrier, you can make a verbal complaint, which we will record and confirm with you.
- Please note: Complaints made via social media will not be addressed publicly. We will invite you to contact us directly through official channels.
- We also run Victim Forums where you can have your say on how we can best support victims and witnesses in Norfolk and Suffolk. Visit our Get Involved page for more information.
Our Complaints Process
We aim to resolve all complaints as swiftly and fairly as possible, while maintaining confidentiality and respect for all involved.
Local/Informal Resolution
- Most complaints can be resolved quickly and informally by the local manager.
- You will receive a response within seven working days.
Organisational/Formal Complaint
- For more serious issues, or if you are dissatisfied with the informal response, your complaint will be investigated formally.
- You will receive an acknowledgement within one working day (maximum three days) and a full response, usually within 28 days.
Appeals
- If you remain dissatisfied, you can appeal in writing within 28 days of the formal response.
- An independent panel will review your case and respond within seven days of their meeting.
External Review
- If you are still unhappy after our process, you may refer your complaint to the relevant external body (e.g., local authority, ombudsman).
What to Expect
- Respect and support at every stage of the process.
- Clear communication about what will happen next and when you can expect a response.
- Confidentiality and fair treatment for all parties.
- Learning and improvement: Your feedback helps us improve our services for everyone.
Compliments and Suggestions
We also welcome compliments and suggestions for improvement. All positive feedback will be acknowledged within three working days and shared with the relevant staff member or team.
Accessibility and Equality
We are committed to ensuring our complaints process is accessible to everyone. If you need information in a different format or require additional support, please let us know.
For further information or to request support, please contact: feedback@catch-22.org.uk
