At LVWS we aim to provide the best possible service. We welcome all types of feedback and it’s important for us to know what you think of the support we’ve given you.
If you have a comment, compliment or suggestion for the team at LVWS, we would love to hear from you.
Victim Voice survey
The London Mayor’s Office for Policing And Crime (MOPAC), in partnership with the Metropolitan Police Service (MPS), run a survey to understand the experiences of victims of crime in London.
They are keen to hear the views of people who have experienced crime in London, whether it’s positive or negative. Giving this feedback will help develop and improve victim services.
This link will take you to the Greater London Authority website, where you can take part in the Victim Voice Survey. You can also find out how the information it collects will be used.
We’re sorry that you’re not happy with the service you’ve had from us. If we don’t get things right, we want to know about it. Your feedback helps us improve. But most importantly, we want to try and put things right for you.
Most complaints can be resolved by talking to the manager of the service you’re complaining about. The manager will:
- listen to you
- make a record of what happened
- agree the next steps with you
- ask you about the outcome you are seeking
- keep you up to date if any changes need to be made.
If you feel that the service manager can’t resolve your complaint, we have a formal complaints procedure you can follow.
Our promise to you
If you decide to make a complaint, we promise:
- to talk with you about what has happened
- that your complaint will not be handled by the person you are complaining about
- to keep you updated within agreed timescales
- to treat you fairly and give you an honest response
- to treat you with respect
- to do everything we can to agree a way forward with you.
How to complain
If you decide to make a formal complaint, you can:
Write to us
Victim Support, 2nd Floor, Whitecross Studios, 50 Banner Street, London, EC1Y 8ST.
Call us on 0808 168 9291 or 020 7268 0200 and you’ll be put through to a senior manager. They will take the details of your complaint.
You can ask someone who supports you to make a complaint on your behalf, or help you make the complaint yourself.
What happens next?
- We’ll let you know that we have your complaint within three working days of receiving it.
- We’ll let you know if we need to get in touch with you, so we’ll need to know the area you live in and how you would like to be contacted.
- We’ll let you know the outcome within an agreed timescale.
- If you made a formal complaint, we hold a full investigation, which could take up to 30 working days of receiving your complaint. We’ll write to you with the outcome.
- We’ll explain what happened when we discussed or investigated the issues you raised.
- We’ll let you know what we’ll do to improve our services in the future.
- If you’re not happy with the outcome, you can ask for the decision and process to be looked at again. To do this, you need to make an appeal.
Make an appeal
- You can contact us in the same way as you did when you made your complaint.
- Let us know that you want to make an appeal.
- A member of our senior management team will look at your complaint and how it was managed. They will check whether the process and decisions were fair.
- Decisions made as a result of the appeal are final.
Your rights under the Data Protection Act
You can ask to see the information the London Victim and Witness Service holds about you. Please write to us if you would like to do this at:
Victim Support, 2nd Floor, Whitecross Studios, 50 Banner St, London, EC1Y 8ST.