Right to understand and to be understood
1.18. Service providers must communicate with the victim in simple and accessible language, taking appropriate measures to assist the victim to understand and be understood. In considering appropriate measures, service providers must take account of any relevant personal characteristic which may affect the victim’s ability to understand and be understood. 1.19. If, due to the impact of the crime, the
victim needs assistance to understand or to be understood in their first contact with the service provider they are entitled to be accompanied by a person of their choice, unless the service provider considers it would be contrary to the victim’s interests or prejudicial to the investigation or prosecution.
Right to interpretation and translation
1.20. If the victim does not understand or speak English, they are entitled to request interpretation into a language they understand:
• when reporting a criminal offence36; and
• when being interviewed by the service provider that is responsible for investigating the crime.
1.21. If the victim does not understand or speak English, they are entitled on request to translation of the following information where it is provided to them:
• the written acknowledgment of the reported crime;
35 Unless your parent or guardian is under investigation or has been charged by a service provider in connection with the crime or if in the
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• where it is essential for the purposes of the interview or court proceedings to see a particular document that is disclosed to them, a copy of the relevant parts of the document;
• the document informing them of the date, time and place of trial; and • the outcome of criminal proceedings
where so entitled under this Chapter and at least brief reasons for the decision where available.
1.22. An oral translation or summary of these may be provided, unless doing so would prejudice the fairness of the proceedings. The relevant service provider must ensure such interpretation or translation is available free of charge.
1.23. If the victim is unhappy with a decision not to provide interpretation or translation services, they are entitled to make a complaint to the relevant service provider. The service provider must consider the victim’s request in accordance with the complaints procedure in paragraphs 1.49-1.53.
Information about the rights of victims
1.24. The victim is entitled to receive written information on what to expect from the criminal justice system or the details of a website which contains that information. Subject to paragraph 1.25, access to the following information must be offered to the victim from their first contact with the relevant service provider:
• where and how to get advice or support, including access to medical support, any specialist support (such as psychological support) and alternative accommodation; • what the victim needs to do to report a
criminal offence, and who they should contact in case they have any questions about the case;
• any measures available for the victim’s protection, if required;
• how to seek compensation;
• the arrangements available if the victim is not present in England and Wales; • the availability of interpretation and
translation services;
• how to make a complaint about a service provider;
• the availability of restorative justice services;
• how to recoup expenses incurred as a witness in a criminal trial.
1.25. The extent or detail of the information in paragraph 1.24 may vary depending on the type of crime, the victim’s personal circumstances, or its relevance to the particular stage of the investigation or criminal proceedings.
1.26. Service providers must include information about this Code on their websites. This information must signpost victims to the relevant pages of the GOV.UK website.
Acknowledging the report of a crime
1.27. Where a victim reports a criminal offence to a service provider responsible for investigating offences, the service provider
must ensure that the victim receives a written acknowledgement, including the basic details of the offence. The written acknowledgement could be in the form of a letter, an electronic notification such as an email or text, or it could be written by hand. The victim may request not to receive such acknowledgement. Where the service provider considers there may be a risk of harm to the victim from sending the written acknowledgement, they may agree with the victim not to send one.
Referral to victim support services
1.28. Where a victim reports a criminal offence to a service provider, the service provider
must ask whether the victim wishes to be referred to victim support services. If the victim wishes to be referred, the service provider must facilitate that referral. 1.29. Where the victim is not present in or has
left the territory of England and Wales, whichever country the victim is located in should provide victim support services to that victim.