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 found on our website.

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.

Some key contact details are provided below, you can email the relevant person directly by clicking on their name:

Name

Job Title

Telephone Number

Amanda Berry

Acorn HR Manager

01534 788939

David Rose

Risk and Strategy Manager

01534 788995

Emma Powell

Employment Services Manager

01534 788912

Fiona Scott

Acorn Training and Development Client Services Manager

01534 788933

Sarah Boydens

Operations and Quality Assurance Manager

01534 788974

Steve Pearce

General Manager

01534 788991

 

We will try to resolve the problem on the spot if we can.    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

We hope you will only feel the need to make a formal complaint as a last resort and that you will complain to the person dealing with the matter first to give them a chance to put things right.  However, if you are still unhappy, the next step is to put your complaint in writing to Jocelyn Butterworth the Executive Officer of JET, setting out the details, explaining what you think went wrong and what you feel would put things right.  If you are not happy about writing a letter, you can always ask a member of staff to take notes of your complaint.  You should make sure you agree with what they have recorded and that they provide you with your own copy for reference.  This record will be passed promptly to the Executive Officer to deal with.

Once the Executive Officer receives a written complaint, she will arrange for it to be fully investigated.  Your complaint will be acknowledged in writing within five working days of receiving it and the letter will say when you can expect a full response.  This should normally be within three weeks unless the matter is very complicated, such as where other organisations need to be contacted.  Where this is the case, we will still let you know what action is being taken and tell you when we expect to provide you with a full response.

You can contact Jocelyn by writing to her at our Oakfield Building address, or via email at ceo@jet.co.je

Step 3: The next stage

If you are not satisfied with the Executive Officer's 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 Executive Officer's 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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