client resources

How to Make a Complaint

The Jersey Employment Trust (JET) is committed to providing good quality services.  We recognise however, that we sometimes get things wrong or make mistakes.  To deal with this we have a complaints procedure.

We do not look on complaints as unwanted.  In fact, they often help us to see where our services or procedures might be improved.  So, do let us know where you feel we have made a mistake or done something which you found unsatisfactory or unacceptable.  Even if you do not think your particular concern amounts to a 'complaint' we would still like to know about it.  You may help us to deal with something we would otherwise overlook.

Complaints and Appeals Procedures

We will:

  • Welcome all feedback, including complaints, and deal with them positively
  • Help you to write down your complaint, take details over the telephone, or your chosen method of contact
  • We will record data on complaints, comments and compliments and this will be used to help to improve our service in accordance with JET’s Data Protection Policy

The JET Complaints and Appeals Procedure can be requested. 

If you are not satisfied with any outcome or decision the Complaints and Appeals Procedure can be implemented.

How to Make a Complaint

Step 1: Contacting us

The first step is to talk to a member of JET staff.  This can be done quite informally, either directly or by telephone.  Usually, the best staff member to talk to will be the person who dealt with the matter you are concerned about, as they will be in the best position to help you quickly and to put things right.  If they are not available, or you would prefer to approach someone else, then ask for their relevant line manager.

Our Employment Service and Acorn Client Services managers are listed below and you can contact them via our main reception on 01534 788900, or by sending an email to


Job Title

Emma Powell

Employment Services Manager

Fiona Scott

Acorn Training and Development Client Services Manager


We will try to put things right straight away for you.  If we can't do this, for example, because information we need is not to hand, then we will take a record of your concern and arrange the best way and time for getting back to you.  This will normally be within five working days or we will make some other arrangement acceptable to you. 

Step 2: Taking your complaint further

Usually what would happen if the line manger cannot resolve your problem to your satisfaction they will ask if you want to take your complaint further and make it formal; they will advise you that you can either put this in writing or they can record the complaint from your discussion. They will read to you what they have recorded and ask you to confirm that this is correct.

You will receive a letter / email within 5 days confirming your complaint has been received, a copy of the complaints procedure and who will be investigating it on your behalf and what are the next steps.   

Please put your complaint in writing to JET at our Oakfield Building address, or via email at

Step 3: The next stage

If you are not satisfied with the outcome of the investigation you can take your complaint to the JET Board.  JET is a registered charity and as such is managed by a Board of Trustees.  All materials relating to your complaint and to the formal investigation will be sent to the Chair of the Board (contact details will be provided for you).  He/she will appoint a member of the board and let you know within seven working days that they have received your complaint and who will be dealing with it; he will also inform you when to expect a full response from them.

Appeals Procedure

If you are not satisfied with the outcome from all of the above 3, you can appeal to the Chair of the Board of Trustees who will review the evidence and make a casting decision.

In exceptional circumstances following the appeal; if you are still not satisfied you can request an independent review.   An independent body would be appointed to carry out an investigation.

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