Frustrated by police inaction, mounting delays and often ‘left guessing’, victims share criminal justice experiences in new report
Voices of 3,048 crime victims across England and Wales captured in landmark new report from the Victims' Commissioner.
- 73% of victims aren’t confident reporting a crime will lead to justice.
- Deep dissatisfaction with police response, especially among Disabled victims.
- One victim said: “The entire justice system seems to be falling apart. Underfunded and low morale with little effort directed towards victims or justice.”
- Victims’ Commissioner calls for change: “Let’s be clear – victims deserve better”.
A landmark report by the Victims’ Commissioner paints a concerning picture of the criminal justice system. Based on powerful victim testimonies, the report explores victims’ experiences with and perceptions of the justice system.
Drawing on exclusive data from a YouGov survey of over 3,000 victims of crime, it represents the largest study ever undertaken by the Commissioner’s office. The findings reveal considerable victim dissatisfaction with criminal justice agencies, like the police and CPS, and a lack of confidence in the criminal justice system overall.
Two in five (40%) of victims whose crime was reported to police were dissatisfied with police response, sharing experiences of cases not being taken seriously or leads not actively pursued. Dissatisfaction cut across all victim groups, with a particularly concerning trend emerging for disabled victims.
Nearly half (45%) of Disabled victims were dissatisfied. They were also less likely to report a crime to the police again — as were younger people and certain ethnic groups, increasing the risk for a cycle of under-reporting. This is particularly concerning as evidence suggests that disabled victims are more likely to have crimes committed against them.
One victim, who uses a wheelchair, said:
“If anything, I felt like the police made things significantly worse for me throughout this, especially because of my disability. They told me at one point that because of my disability, I should have someone looking after me to help stop crimes happening to me. I am an adult, and they didn’t treat me as such. I don’t need a caretaker just because I am in a wheelchair.” (p. 10)
These findings come as the new government promises to “reform the justice system to put the needs of victims first”. It also follows a recent critical police inspectorate report, which concluded: “Too many victims are still being let down by the police and wider criminal justice system.”
Commenting on the report and its findings, the Victims’ Commissioner, Baroness Newlove, said:
“Who you are should not and must not dictate the treatment you receive as a victim, nor your chances at justice. It is of great concern to me that certain victim groups face significant hurdles.
When responding to my survey, victims repeatedly told me little is done by police when they first report a crime — or that the investigation is quietly abandoned at a later stage. They also reported that they struggle to access support, face delays and are left guessing about the status of their case. This poor treatment leaves many victims feeling like an afterthought, with long delays in the court system compounding frustrations further.”
The report also uncovers a worrying blind spot: less than one-fifth (19%) of victims were aware of their rights under the Victims’ Code, which sets out the minimum level of service that victims should receive from criminal justice agencies. This lack of awareness raises concerns about victims’ chances of accessing and exercising their rights, something the provisions of the Victims and Prisoners Act 2024 aim to improve.
A key right under the Victims’ Code is to be referred to victim support services, which can provide emotional support, practical guidance, and information about the criminal justice process. Yet 83% of victims do not recall being referred to victim support services. Older victims, in particular, expressed lower confidence in victim support services, suggesting this group needs more tailored support.
Other key findings include:
- Less than 2 in 5 (38%) victims were confident that the criminal justice system is fair – only 27% thought it is effective.
- Almost half (46%) disagreed when asked if they were kept regularly informed by police about their investigation.
- Less than a quarter (22%) recall being offered the opportunity to provide a Victim Personal Statement, a key right under the Victims’ Code.
- 1 in 3 (33%) felt that it took too long for their case to reach trial.
In response to the findings set out in the report, the Victims’ Commissioner has made 15 recommendations aimed at: improving the Victims’ Code and how Code rights are delivered; enhancing victims’ experience with criminal justice agencies; and expanding the provision of support services for under-served groups, including through a dedicated older victims’ strategy.
Notably, based on the survey’s findings, Baroness Newlove calls for disabled victims to be guaranteed access to independent specialist advocates. These advocates champion victims’ rights — and have been shown to increase positive outcomes and keep victims engaged throughout the justice process.
The Victims’ Commissioner, continued:
“I release this report at a critical juncture, as the justice system is grappling with record Crown Court backlogs, lengthy waits for justice and overcrowded prisons. The Victims’ Code is intended to guarantee a minimum set of rights for victims navigating the justice system. But too often victims are not offered their entitlements, nor are they made aware of them.
“While some victims share positive experiences when navigating the criminal justice system — a testament to dedicated criminal justice professionals — it’s clear from the report that too many get left behind, often feeling frustrated and alone.
“The Victims and Prisoners Act 2024 sets out reforms designed to drive up compliance with the requirements of the Victims’ Code, holding criminal justice agencies to account when they fail to deliver. This report shows that these reforms are much needed if we are to improve victims’ criminal justice experience. We must end the culture where victims’ rights are regarded as ‘optional’ extras or ‘nice to haves’ instead of a core part of delivering justice.”