Step 1 of 4

We aim to give everyone who uses our Witness Service the best possible help. For us to achieve this, we need to know if things have gone wrong. Complaints will help us identify problems and put them right, so we welcome your views.

Most complaints can be dealt with informally by talking to a manager, on the day you attend court. They will listen to your views, make a record of what happened and make appropriate changes where possible.

If you feel that your concern cannot be dealt with in this way, we also have a formal complaints procedure. A senior Witness Service manager will carry out a detailed investigation and meet the person or team that you have raised a concern about.

Whatever you decide:

  • We are happy to talk to you about what has happened.
  • We will always make sure that your complaint or concern is treated confidentially.
  • You can tell us everything that happened.
  • Your complaint will never be dealt with by the person who is the subject of your concern. It will always be handled by a senior manager who hasn’t been involved previously.
  • We will get back to you in a set timescale so that you always know what’s happening and can feel sure that we are treating your concern or complaint seriously.
  • You will get an open and fair response.
  • You will always be treated with respect, and we’ll do all that we can to help find a way forward.

If you want to make a complaint about our services or activities, there are a number of ways you can do this:

  • By completing the online form at the bottom of this page
  • By calling us at:
    • Our head office on 020 7268 0200

You can contact us via the Relay UK app or dialing 18001 before our number on a textphone.

Witness Service Complaints Department. Victim Support, Building 3, Eastern Business Park, Wern Fawr Lane, Old St. Mellons, Cardiff CF3 5EA

  • You can ask someone to help you make a complaint and to act on your behalf if you want.

To help us get back to you as quickly as possible, please let us know:

  • your full name
  • your contact details
  • how you would like us to contact you
  • the aspect of the service to which your feedback or complaint relates
  • what happened and when.

  • We will contact you to tell you that we have your complaint within 3 working days of receipt.
  • We will let you know if we need to get in touch with you, so it’s important to give us all your contact details, including the court you have attended where you live and the best way to reach you.
  • We will get back to you, normally within 30 working days or in an agreed timeframe to let you know the outcome and will then contact you in writing.
  • We will explain the result of our discussions or investigation and let you know what we’ll do to improve our services going forward.
  • If you’re not happy with the result of a complaint you can ask for the decision and process to be looked at again through our appeals process.

  • You can contact us in the same way as before to let us know that you want to appeal the decision. You will have 15 days to submit your appeal.
  • A member of our senior management team will then look into your complaint and how it was managed to ensure that the process and decisions were fair.
  • Decisions made as a result of the appeal are final.

You can ask to see the information Witness Service holds about you. If you want to do this, you should email us at dpo@victimsupport.org.uk

We are committed to providing the best possible support to witnesses of crime. We want to hear how we are doing so we can keep improving our support to you.

If you have any positive feedback, concerns or complaints about our service, please get in touch and let us know.

You can find out more information about providing feedback or making a complaint in our leaflet. Download by clicking the button below.