People at heart: A guide to communicating with people affected by crime

Communication examples

This section shows examples of letters sent that could be sent to people affected by crime. Each example has been written using the three principles of People at Heart – empathetic, easy and empowering.

Example 1: Victim Support Scotland leaflet: “Support After a Crime”

When you report a crime

If you’ve been affected by a crime, Victim Support Scotland can support you – even if you haven’t reported the crime to the police.

If you do decide to report a crime, the police will tell you:

• the name, number and station of the office dealing with your case
• if they arrest or charge someone
• about any charges connected to the crime
• if relevant, whether your stolen property has been found or returned
• any other information you should know about the case.

The police will also keep you up to date with what is happening with the case.

What else to tell the police

If you’re worried about your or your family’s safety, you can tell the police so they can help.

You can also let the police know if you change your address or phone number, so they know how to contact you.

How it uses the principles

Empathetic

Shows we care by saying what we’ll do to help, and by letting them know about support upfront (“Victim Support Scotland can support you – even if you haven’t reported the crime to the police”).

Easy

Uses short sentences and bullet points to break up the list to make the information clear and easy to read. Headings help to guide the reader.

Empowering

Lets them know what to do if they are worried or want extra support (“tell the police”).

Example 2: Victim Support Scotland leaflet: “Support for Families Bereaved by Crime”

Coping with the trauma of a murder can involve many emotions and practical challenges. We’re here to give you specialist, compassionate support.

If you have lost a family member because of a crime, either murder or culpable homicide, our dedicated team can give you the emotional and practical support you need.

You can access our support across Scotland, with face-to-face meetings wherever it’s convenient for you.

Whenever the crime happened, you can reach out when you’re ready.

Our definition of ‘family’

We see ‘family’ as immediate family or people who shared a meaningful connection with the person they lost. This could be extended family members who were close or chosen family – like partners and friends.

We will assess the support we can offer you based on your situation – whatever your relationship with the person who died.

How to get support

If you’re a direct family member, your Police Scotland Family Liaison Officer

or the Crown Office and Procurator Fiscal Service (COPFS) Victim Information & Advice service can refer you directly to us.

Or you can refer yourself or someone else by:

• calling us on [number]
• contacting us online at [web address]
• emailing [email address]

How it uses the principles

Empathetic

Shows we recognise that this is traumatic and complex. Gives the message about support upfront (“Coping with the trauma of a murder can involve many emotions and practical challenges. We’re here to give you specialist, compassionate support.”)

Easy

Uses headings and bullet points to make the writing easy to read and navigate. Writes acronyms in full the first time (“Crown Office and Procurator Fiscal Service (COPFS)”).

Empowering

Uses direct, active language to show who will do what (“We will assess the support we can offer you based on your situation”) and gives options clearly, without bias (“you can refer yourself or someone else by…”)

Example 3: Scottish Government response to letter

Your complaint about your experience

Thank you for your email of 17th May. I was very sorry to hear what you and your daughter have been through with your former partner. From your email, I can see how traumatic it has been for you both.

I’m also sorry to hear that the trial for your case keeps being postponed and you’ve been unhappy with the way the police delivered this news. I can appreciate why the delays have been so worrying for you, on top of everything else.

Dealing with complaints like yours is not something we – Scottish Ministers and the Scottish Government – can help you with. I’m sorry, I know this may be frustrating for you. I’ve explained why we can’t help below, and set out some other information you might find useful.

Keeping our courts independent

Scottish Ministers and the Scottish Government can’t comment on or get involved in specific cases, including a judge’s decision or actions. This is because our courts run independently, and it’s important to make sure there’s no political interference in the criminal justice system.

If an organisation doesn’t meet its standards

We’re committed to making sure all the parts of the justice system put people first – taking into account any trauma they’ve been through and making sure our services meet their needs.

The justice system relies on people like you, who’ve been affected by a crime and are willing to give evidence to help bring someone to justice. And you’re entitled to a certain level of support and information from the organisations you deal with.

What you’re entitled to is set out in the Standards of Service. This document explains what you can expect at each stage of the criminal justice process, as well as who you can ask for help and advice.

If any services fall short of the standards, you can let the relevant organisation know so they can address it with you directly.

If you have a complaint about the police

You mentioned you were unhappy with the police and the way they treated you. If you’d like to make a formal complaint, you can:

• call 101 – the police non-emergency number
• fill in Police Scotland’s online complaint form
• visit a police station
• write to [address].

If you prefer, you could ask a solicitor, your MSP or your local councillor to write to Police Scotland on your behalf.

How it uses the principles

Empathetic

Shows empathy for the person’s experience (“I was very sorry to hear what you and your daughter have been through with your former partner. From your email, I can see how traumatic it has been for you both.) Also recognises that the person will be frustrated about the answer (“I’m sorry, I know this may be frustrating for you.”)

Easy

Clear explanations help the person to understand what they can expect (“This document explains what you can expect at each stage of the criminal justice process, as well as who you can ask for help and advice”). Short paragraphs, headings and bullet points make the message easy to read and navigate.

Empowering

Recognises the important role that the person is playing in the justice system (“The justice system relies on people like you”). It lets them know what’s available to them (“you’re entitled to a certain level of support and information from the organisations you deal with.”) The message goes on to explain how they can make a complaint.