Complaints, comments and compliments

At the Beacon Victim Care Centre, commissioned by the Hertfordshire Police and Crime Commissioner, we are committed to delivering the highest standard of support to all victims and service users. Your feedback — whether a complaint, compliment, or suggestion — helps us continually improve our service.

How to Make a Complaint, Share a Compliment, or Provide Feedback

We welcome all feedback about the Beacon service.

• For complaints or feedback about your experience with the Herts Police Victims Service Team who work as a partner
  within the Hertfordshire Beacon Victim Care Centre, please visit this webpage:
  
  Complaints | Hertfordshire Constabulary
  
• For complaints or feedback about your experience with Catch22 who operate the Beacon Victim Care Team of Beacon
  Support Workers, see below:

Email: feedback@catch-22.org.uk

Post: You can request a Freepost form if you prefer to send feedback via mail.

Verbal feedback: If writing is difficult for you, you may give feedback or make a complaint verbally. We will record the details and confirm them with you.

Please note: Complaints or concerns raised through social media cannot be addressed publicly. We will invite you to contact us through our official channels to ensure your privacy and safety.

Victim Forums

Hertfordshire Beacon Victim Care also hosts opportunities for victims to share their experiences and influence service development. Information about upcoming forums or involvement opportunities can be provided on request.

Our Complaints Process

We aim to resolve complaints quickly, fairly, and with respect for everyone involved. All information is handled confidentially.

Local / Informal Resolution

• Most issues can be dealt with promptly by the local manager.
• You will receive a response within seven working days.

Organisational / Formal Complaint

• If your concern is more serious, or if you are dissatisfied with the informal response, it will be investigated formally.
• You will receive an acknowledgement within one working day (and no later than three days).
• A full response will normally be provided within 28 days.

Appeals

• If you remain unhappy with the outcome, you can appeal in writing within 28 days of receiving the formal response.
• An independent panel will review your case and provide a response within seven days of their meeting.

External Review

• If you are still dissatisfied after our process has concluded, you may refer your complaint to the relevant external body,
  such as the local authority or an ombudsman.

What You Can Expect

• Respect, dignity and support throughout the process
• Clear explanations of what will happen next and expected timeframes
• Confidentiality and fairness at every stage
• Learning and improvement: your feedback helps us strengthen the service for all victims in Hertfordshire

Compliments and Suggestions

We welcome positive feedback about your experience with our service. All compliments will be:

• Acknowledged within three working days
• Shared with the relevant member of staff or team

Suggestions for improvements are also valued and considered seriously.

Accessibility and Equality

We are committed to ensuring that our feedback and complaints process is accessible to everyone. If you require information in an alternative format or need additional support to submit feedback, please let us know — we are here to help.

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