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L'înformâtion et les sèrvices publyis pouor I'Île dé Jèrri

How to make a complaint to the Taxes Office

​​Complain about the services provided by the Taxes Office

If you have received poor service from us you can make an informal or formal complaint.

If you disagree with a tax notice, you need to make an appeal, which is a different process.

How to appeal a notice issued by the Taxes Office

Making an informal complaint

You can phone us or speak to us at our helpdesk if you are unhappy with our service. We will try and fix the issue straight away. If we have got things wrong, you can expect an apology.

If we can't settle your complaint straight away, we will phone you within three working days. If you are not happy with the outcome, you can make a formal complaint.

Making a formal complaint

You can complain formally by writing to or emailing the Taxes Office.

You should include the word 'complaint' in the heading and tell us the exact nature of your complaint and the facts of your case.

We will:

  • appoint a senior officer who is unconnected with your complaint to independently investigate the matter
  • acknowledge your complaint within five working days and give you the name of the officer who is dealing with your complaint
  • respond to you with our findings within 20 working days, including any proposals we have for resolving issues

Review a complaint finding

If you are not happy with the findings of your formal complaint, you can ask for the complaint and the findings to be reviewed by one of the directors of the Taxes Office.

The director will:

  • review all the evidence relating to the complaint
  • review the findings from your formal complaint
  • respond in writing with the findings from the review

We will aim to complete the review and let you know the outcome in 10 working days.

Take your complaint to the States of Jersey Complaints Board

The States of Jersey Complaints Panel deals with any complaint abo​ut a decision or administration process by any minister or department of the States.

States of Jersey Complaints Board

  

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