At Citizens Advice Jersey, we are committed to providing a high-quality service to all who seek our support. However, if you are dissatisfied with any aspect of our service, we encourage you to let us know so that we can address the issue and improve our services.

How to Make a Complaint

If you have a complaint, please follow the steps below:

1. Informal Resolution
   In the first instance, we encourage you to speak with the staff member or volunteer concerned. Many issues can be resolved quickly and informally.
2. Formal Complaint
   If the issue is not resolved, or you feel unable to discuss it informally, you can submit a formal complaint.
   Please provide full details of your complaint in writing via email to advice@cab.org.je or by post to:
   Citizens Advice Jersey,St Paul’s Centre, New Street, St Helier, Jersey, JE2 3WP
   Alternatively, you can call us on 01534 724942 to discuss your complaint.
3. Acknowledgement
   We will acknowledge receipt of your complaint within 5 working days and aim to investigate and respond within 20 working days. If we require more time, we will inform you of the revised timeframe.
4. Investigation and Response
   Your complaint will be reviewed by a senior member of our team, and if necessary, further discussions may take place to understand your concerns.
   We will provide a written response outlining any actions taken or decisions made.
5. Escalation
   If you are not satisfied with our response, you may request a review by the Chair of our Board of Trustees. Further details on escalation will be provided in our response.

Confidentiality & Fairness

All complaints will be handled sensitively and confidentially. We are committed to treating all complainants fairly and with respect. We value your feedback and appreciate the opportunity to improve our services. Thank you for bringing any concerns to our attention.

Website Accessibility and Complaints

Guidelines and Standards

This website endeavours to conform to level Double-A of the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines 2.1. These guidelines explain how to make web content more accessible for people with disabilities. Conformance with these guidelines will help make the web more user friendly for all people.

This site has been built using code compliant with W3C standards for HTML and CSS. The site displays correctly in current browsers and using standards compliant HTML/CSS code means any future browsers will also display it correctly.

Accessibility Complaints

If you find any problems or think we’re not meeting accessibility requirements, you can tell us about the issue using the feedback page, or using the ‘Did you find the answer you were looking for?’ at the bottom of a specific page.