​How to make a complaint to the Jersey Court Service

The Jersey Court Service, which comprises the Judicial Greffe and the Viscount’s Department, is committed to providing an excellent service to all our customers.

If something goes wrong, or if you’re not happy with the service you have received from us, you should get in touch.

We treat all complaints seriously and keep everything confidential. Your feedback will help us to address your concerns and will be used to make our service better in the future.

How to make a complaint

You should contact us by email, phone or in writing.

Complaints process

1. we aim to resolve your complaint as soon as we can. However, if we need time to investigate your complaint, we’ll send you a letter acknowledging receipt of your complaint within three working days of you raising your concerns
2. we’ll investigate your complaint within five working days of receiving it. This will normally involve passing your complaint to the head of the team about which you have complained (or to that person’s line manager if your complaint is about the team head)
3. the team head will either speak to you by telephone or invite you to a meeting to discuss, and hopefully resolve, your complaint
4. within three days of the telephone call or meeting, the team head will write to you to confirm what was discussed and any outcomes which have been agreed with you
5. if it’s not possible to deal with the matter by telephone or a meeting, the team head will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within ten working days of sending you the acknowledgement letter
6. if you’re still not happy with the outcome of your complaint let us know. Depending on the nature of the matter, we may at this stage refer your complaint to another senior member of staff to review the decision
7. we’ll write to you within ten working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons
8. if you’re still unhappy, let us know and we’ll advise you of the further steps that you can take

If we have to change any of the timescales above in your particular case, for whatever reason, we will let you know and explain why.

Making a complaint ​​​​​​against a judge

You can find out how to make a complaint against a judge or the Bailiff in the documents​ below.

Judicial Complaints Procedure document

Bailiff Complaints Procedure document