Registered Charity No. 1164578
“Whoever the victim, and whatever the crime, we will always put them first and give the best possible support, care and advice”

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Our Complaints Policy

Your Right to Complain

Victims First Northumbria supports over 20,000 victims and witnesses per year. 98% of the people we help have told us that they are very satisfied or satisfied with the service. We pride ourselves in making contact with all victims and witnesses within 48 hours of referral to the service.

We know that we are not perfect and that is why we have a formal complaints process. All formal complaints will be dealt with by the Service Manager and reviewed periodically by the Chief Executive. In dealing with your complaint, we will treat you with respect, apologise when required and try to identify a positive way forward. We will also ensure that we learn from our mistakes to continuously improve our service.

How to make a complaint

If you have a concern or complaint you can contact us in a number of different ways

 

  • By telephone by calling 0800 011 3116
  • In writing to:

          The Service Manager, Victims First Northumbria

          Equinox House, 3.2 Silver Fox Way

          Wallsend, NE27 0QJ

Formal Complaints Procedure

Stage 1:

On receipt of your complaint, we will ensure that it is acknowledged in writing within 5 working days.

You will receive a full written response to your complaint within 20 working days.

If we are unable to meet this deadline as investigations are continuing, we will write to you

within 20 days giving you a reason for the delay and letting you know when we will be able to

send a full reply.

Stage 2:

If you are dissatisfied with the response you can write to the Chief Executive Officer and ask for the handling of your complaint to be reviewed.

The CEO will acknowledge your request within 5 working days and send a full written response within 20 working days.

Stage 3:

If you are not satisfied with the subsequent reply from the Chief Executive Officer, you have the option of writing to the VFN Board of Trustees within 10 days from receipt of the final outcome letter.

Confidentiality

All complaints will be dealt with in confidence and in accordance with the General Data Protection Regulations 2018.

Unreasonable behaviour

All complaints will be dealt with in accordance with this procedure. During this process, staff will not tolerate unreasonable behaviour towards them.

Recording of complaints

All complaints will be logged and recorded on Victims First Northumbria’s case management system. We will handle your data in line with the General Data Protection Regulations 2018.