Standards of service

What to expect
If you are a victim of a crime, you may have contact with a number of different organisations and people who work in the Scottish criminal justice or children’s hearings systems. Some of these organisations and people will provide a service directly to you, such as the provision of information or support, and others will have contact with you because of your involvement in the investigation, the prosecution or the court case.

There are standards of service that you should expect to receive from these organisations. The standards aim to ensure that, as a victim of crime, you receive information, practical and emotional support, and are able to participate more fully in the criminal justice system. The standards are based on the principle that you should be treated with dignity and respect at all times regardless of your gender, age, marital status, race, ethnic origin, sexual orientation, disability or religion.

How to give feedback or make a complaint
If you are not happy with the service you have received from any of the agencies who you have had contact with in the criminal justice system, it is important that you tell them.

If the matter cannot be resolved, you should be offered information about the relevant complaints procedure, so that you can raise your concerns formally. Your complaint should be taken seriously, and dealt with effectively, and you should be able to complain without fear of victimisation.