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

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Feedback about service at Social Security

Feedback about Social Security

We want you to tell us what we’re doing well with and what we can improve on. 

If we don’t meet your expectations or there is a problem with the way we are dealing with you, you should get in touch.

We treat all complaints seriously and keep everything confidential.

Your feedback will be used to make our service better in the future.

Take our survey

How to make a complaint​

You should speak to the person that you’ve been dealing with at Social Security.

You can do this by:

  • phone
  • email
  • writing to us
  • face to face

We have a three stage complaints process that we will follow, which you can read below. 

Complaints process

Stage one: quick resolution 

For straightforward complaints that need little or no investigation, we will:

  • take action
  • apologise
  • resolve your complaint as fast as possible

Stage two: investigation

For complaints that cannot be resolved at stage one, we will carry out a full investigation.

We will give you a response within 10 working days

Stage three: escalation to chief officer

If you are still not happy with the outcome of your complaint, we will involve a Director or Chief Officer.

They will carry out a thorough and impartial investigation and give you response within 10 working days.

States of Jersey Complaints Board

If you’ve gone through the three stages of our complaints process and are still unhappy, you can contact the States of Jersey Complaints Board.

States of Jersey Complaints Board

If you think a Social Security decision around your benefits is wrong

We have a different process about decisions around benefits.

If you have applied for, or are claiming a benefit but you think our decision is wrong, you can ask us to look at our decision again. 

If you’ve had your decision looked at but still feel it’s wrong, you can appeal against it by taking it to an independent tribunal. 

If you think a Social Security decision is wrong

Compliments or comments about our service​

If you’re pleased with our service and wish to pass on your feedback, you should:

Take our survey

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