The new Victims’ Code includes an improved section on the complaints process for victims. It sets out the internal complaints processes for agencies under the Code and includes three new duties on agencies to provide information in relation to complaints.

Agencies must:

  • provide within 10 working days either a substantive response or an acknowledgement of the complaint setting out the likely timescales for receiving a full response, where appropriate;
  • make information about their complaints process available to victims and must signpost victims to this information proactively rather than at the request of the victim; and
  • provide information about how victims can escalate their complaint to the Parliamentary and Health Service Ombudsman if they remain dissatisfied.

The Victims’ Commissioner has produced a leaflet on the complaints process, which may be helpful if you intend to make a complaint.


I am a victim and I want to make a complaint