Making a complaint about the Support Hub for Victims and Survivors of Terrorism
If you want to make a complaint about our services, you can do this by:
- Completing this online form
- Calling us:
- at our head office on 020 7268 0200
- through the Relay UK app or dialing 18001 before our number on a textphone
- Emailing us at: SupportHub@victimsupport.org.uk
- Writing to us at: Support Hub for Victims and Survivors of Terrorism Complaints Department, Victim Support, Building 3, Eastern Business Park, Wern Fawr Lane, Old St. Mellons, Cardiff, CF3 5EA.
You may wish to include your full name and contact details, how you would like us to contact you, what your complaint relates to, and details of what happened and when it took place.
You can also ask someone to help you make a complaint and to act on your behalf.
What happens next?
- We’ll contact you to tell you that we have your complaint within 2 working days.
- We will get back to you, normally within 30 working days or in an agreed timeframe, to let you know the outcome and will then contact you in writing.
- We’ll explain the result of our discussions or investigation and let you know what we’ll do to improve our services going forward.
- If you’re not happy with the result of a complaint, you can ask for the decision and process to be looked at again through our appeals process.
- To appeal, you can contact us in the same way as before.
- A named investigator will contact you within 5 working days to begin an investigation, which must then be completed within 30 days. 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 Support Hub holds about you. If you want to do this, you can email us at dpo@victimsupport.org.uk.