Complaints Procedure

Your right to complain

Every year, the Jersey Consumer Council helps hundreds of people. Unfortunately, you may feel that the Council has not reacted quickly enough or treated you fairly and wish to make a complaint.

It is important to let us know if you are unhappy with the service provided. Before raising a complaint, you may wish to speak to the Executive Officer or Chair. They might be able to sort out the problem straight away, and what you tell us helps to improve our service to consumers.

We will treat your complaint confidentially, seriously and quickly.

Making a formal complaint

There are several ways to file a complaint, which should be addressed to either the Executive Officer or Chair of the Jersey Consumer Council.

The Executive Officer will investigate your complaint under the direction of the Chair or by the Chair if you are complaining about the Executive Officer. If it is upheld, you will get a full apology and, where appropriate, be given details of any action the office takes to make things right.

If you are unsatisfied with the outcome, you can ask for a further review. We will aim to respond in full to your complaint in eight weeks. However, any delay will be explained and you will be informed of its progress.

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  Email

  contact@consumercouncil.je

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  Phone

  01534 611161

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  Write to

  Second Floor, Salisbury House, 1-9 Union Street, St Helier, Jersey, JE2 3RF

Review of your complaint

If you are still not happy after the response, you can request a further review or ask for your complaint to be looked at by an independent adjudicator.

Review by an adjudicator

Finally, your complaint may be addressed by a person entirely separate from the Jersey Consumer Council. This person is called the independent adjudicator. To progress to this stage, you must do so within four weeks of receiving the Jersey Consumer Council review.