Source · Select Committees · Justice Committee
Recommendation 14
14
Deferred
Paragraph: 49
Action Fraud's successor must prioritise victim experience with trained support staff.
Conclusion
While we welcome the Government’s commitment to replace Action Fraud with a new service better able to record and disseminate information about a crime, the service also needs to focus on victim experience, ensuring there are trained individuals staffing Action Fraud’s successor who can assess the needs and vulnerabilities of victims and direct them to appropriate resources.
Government response summary AI-generated
The government deflected the recommendation, stating that the independent Sentencing Council is responsible for sentencing guidelines and that the report has been shared with them, without addressing staffing or victim support for Action Fraud's successor service.
Summary of the government's response below — read the verbatim text to verify.
Paragraph Reference:
49
Government Response
Deferred
HM Government · verbatim extract
Deferred
The Government agrees that we need to ensure that victims receive the support they need when reporting a fraud. To achieve this, we are providing over £30 million to CoLP, over the three years, to support the upgrade in the Action Fraud service and a number of improvements to the existing system have already been put in place to improve the victim experience. This includes the latest introduction of the Action Fraud Chat Bot. An overhaul of Action Fraud and creation of a modern victim experience focused reporting tool and website, in 2023, will offer simpler pathways to access further support and guidance. These improvements, which have been tested across the victim support landscape, law enforcement agencies, and other relevant bodies, will help to improve victim experience and satisfaction and, potentially, reduce repeat victimisation. By 2024, the whole service will be refreshed leading to greater outcomes for victims. The new service will also provide focussed and targeted support to victims through the AF National Economic Crime Victim Care Unit (NECVCU) service. This service has been rolled out to 37 forces and supported over 240,000 victims since its inception. Compensation
Read the full response on Parliament ↗