Social Impact

Victim Support

Developing a New Support Service for Fraud Victims

Introduction

Victim Support is an independent charity in the UK that provides specialist emotional and practical support to victims and witnesses of crime. Last year, over 800,000 people were offered help through their services with an incredible satisfaction rate of 97 percent. Victim Support’s mission is to create a world where people affected by crime and traumatic events get the support and respect that they deserve.

In helping to build Victim Support’s fraud support model for financial institutions, we brought together our Financial Services capabilities and connections with our social impact expertise. It provided Victim Support with a diversified revenue stream that helped ensure they could continue to support victims of crime through their core operations. It was enormously satisfying to be able to have such a major impact in a short space of time.
Nick Darbyshire, Partner

Scope

In 2018, Victim Support launched a new service to extend their support to victims of fraud. Not only did this expand their service offering, it also provided a way to improve their financial sustainability by engaging in commercial partnerships with retail banks to offer the service to the banks’ customers. Building on successful pilot programs, Oliver Wyman was able to leverage our expertise to support Victim Support on their cost modelling and pricing strategy, and their go-to-market approach to target the UK’s top High Street banks.

We thoroughly enjoyed working with the Oliver Wyman team: They were enthusiastic, worked at a fast pace, and were highly motivated to support us to succeed. They provided hugely valuable insights and advice, and connected us to key personnel at some of the UK’s top banks.
Diana Fawcett, Chief Officer

Impact

Oliver Wyman helped refine their service proposition, as well as develop a cost model and pricing options tailored for the different banks. We also developed promotional videos, pitch decks, and a CRM tool to enhance their go-to-market approach and facilitated introductions to five major UK retail banks. They have since committed more resources to business development and been left with a clear path to develop the service and help support their financial future.

It was a privilege to work with the entire organization, from the chief executive officer to the support workers on the ground, to help develop a service that will have a lasting impact on the lives of many victims of crime in the UK. I loved the feeling of knowing that we were making a huge difference to the organization and the people they support.
David Arnold, Senior Consultant