Court Service feedback and complaints

Introduction and purpose

The Jersey Court Service (consisting of the Judicial Greffe and Viscount’s departments)

is committed to providing high standards of service and care. We welcome feedback to understand the experiences of our court service users, which may be in the form of a complaint, compliment, suggestion, or comment.

This policy sets out a clear framework for managing and responding to feedback, making it easy for court service users to provide feedback, supporting a consistent approach to complaint handling, ensuring fair and timely resolution, and using feedback to improve services.

Scope

This policy applies to all court service user feedback received across the Jersey Court Service (Judicial Greffe and Viscount’s Department). It applies to all employees, agency workers, contractors, and volunteers.

This policy covers suggestions, comments, compliments or complaints about:

• The standard of service we provide
• How we administer services and the processes we use
• The assistance or guidance we have given
• The behaviour of our staff
• Any action or lack of action by staff affecting a service user or group of service users of the department (except the Viscount, Deputy Viscount, or Judicial Greffier in the performance of their functions).
• Feedback on policy or law

This policy does not cover;

• Complaints about decisions or conduct of the Viscount, the Deputy Viscount or the Judicial Greffier in the performance of their functions.
• Judicial complaints – complaint about a judge or complaints about the Bailiff.
• Complaints about Crown Officers and complaints about the Law Officers’ Department
• Complaints about Jersey advocates or solicitors
• Complaints about States members
• Staff grievances
• Whistleblowing
• Code of conduct complaints
• Requests for information made under the Freedom of Information (Jersey) Law 2011 (Complaints can be submitted about the handling of an on-going request that is yet to be completed)
• Subject access requests made under the Data Protection (Jersey) Law 2018. (Complaints can be submitted about the handling of an on-going subject access request that is yet to be completed.)
• Matters that are the subject of current or past legal action
• Matters which could be the subject of appeal or judicial review.
• Complaints that have already been formally investigated under this policy
• Matters relating to other departments or organisations

Feedback process

Providing feedback and complaints

You can provide feedback yourself, or a family member, friend, representative, or independent advocate can contact us. Feedback can be submitted at any time in the best way for you, including directly to any Court Service employee, by email, letter, or telephone. The Court Service may need to obtain relevant consent to ensure data is appropriately protected.

Complaints are welcomed at all levels and allow us to address shortcomings and improve services. A complaint can be about the standards of our services, or an act, omission or decision that has been made.

We aim to resolve complaints at the initial point of contact and have a 3-level procedure for handling complaints.

Every effort made to resolve complaints promptly and avoid escalation to a higher level where possible. Complaints will only be escalated to the next level if resolution is not achievable at the previous level. Where it is necessary to escalate through the levels, they will be managed sequentially.

Level 1: Frontline feedback and complaint handling

• Quick and easy resolution at the point of contact.

Level 2: Escalation to a team leader or manager

• Further investigation for complex or serious issues.

Level 3: Escalation to Accountable Officer

• Final review by the Accountable Officer (Judicial Greffier/ Viscount). The Accountable Officer can include or refer the feedback or complaint to another Accountable Officer, a delegated member of the department’s Senior Management Team or an independent third party, if appropriate.​ The Accountable Officer or their delegate may determine the situation has been appropriately dealt with at a previous level.

Timeframes and time limits for making a complaint

We aim to acknowledge complaints within 2 working days and resolve Level 1 complaints at the first point of contact but within 5 working days, Level 2 complaints within 10 working days of escalation to this level, and Level 3 complaints within 10 working days of escalation to this level. Complaints should be made as soon as reasonably possible after an event and generally be made within 12 months of the event or becoming aware of the event.

Some more complex investigations require more time, in which case clear timelines will be communicated to the complainant.

Managing feedback and facilitating feedback

We value feedback and are committed to making it easier for court service users to provide it. People giving feedback will be provided with information about our policy, multiple ways to give feedback, and will be treated with respect and kept informed throughout the process. We accept anonymous feedback and will investigate issues raised if sufficient information is provided.

Objectivity and fairness

We will manage complaints impartially, objectively, and professionally, ensuring no adverse treatment for those who complain. We will keep complainants informed about the progress of their complaint and address each complaint with integrity and fairness.

Confidentiality and privacy

We will protect the identity of people giving feedback and ensure personal information is disclosed only as permitted under the Data Protection (Jersey) Law 2018.

For details about our use and retention of your personal data, please refer to our privacy policy and retention schedule on our website.

Managing the parties to a complaint and complaints involving multiple departments

Complaints can be made by a representative with the court service user’s consent. How consent is obtained will be at the discretion of the Court Service. We will coordinate handling of complaints involving both the Judicial Greffe and Viscount’s departments.

Accountability, learning and commitment

We are committed to learning from feedback and improving services. We will ensure that any improvements identified are followed up and acted upon, and we will regularly review and respond to reports about feedback trends.

Acceptable behaviour

We believe that complainants should be heard, understood, and respected. We work hard to be open and accessible to everyone.

Occasionally, the behaviour or actions of individuals makes it very difficult for us to deal with their complaint. In a small number of cases the actions of individuals become unacceptable because they involve abuse of our staff in any form, or our process.

When this happens, we must take action to protect our staff. We also consider the impact of the behaviour on our ability to do our work and provide a service to others.

Working with us: respecting each other

• We believe that everyone who contacts us should be treated with respect and dignity
• We will treat everyone fairly and justly

To do this, we need your help:

• Tell us what you need
• Tell us the best way we can communicate with you
• Tell us what method of communication works best for you. We will do our best to meet your needs
• Treat our staff with courtesy and respect

It is okay to change your mind or realise something else will work better at any time.

Contacts

Version: 1.1 - June 2025