Contact

Complaints

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Making a complaint

  • We are committed to acting fairly and professionally at all times.  If something has gone wrong, we want to hear about it.  Complaints help us understand what needs to improve.
  • You can make a complaint if you believe we have not carried out, or have failed to carry out, our statutory functions properly.
  • This may include a mistake or lack of care, unreasonable delay, unprofessional behaviour, bias, or a lack of integrity.

How to make a complaint

You can raise a complaint by email via the button below or by writing to us at the address below

Complaints

Jersey Resolution and Depositors Compensation Authority

14-18 Castle Street

St Helier, Jersey

JE4 8TP

Email your complaint

We request that a complaint is submitted within 12 months of becoming aware of the issue.

All complaints should be made in writing with the subject clearly marked as "Complaint".

When submitting your complaint, please set out the reasons for your complaint, why you disagree with our actions or omissions, any relevant facts, supporting documents, and what outcome you would like from us.

Timelines and Acknowledgement

  • You will receive acknowledgement of your complaint within five working days.
  • We aim to provide a full response within twenty working days. If it is not possible to conclude our investigation within 20 working days, we will write to explain the delay and aim to complete the process within a further 20 working days.

Investigation and Resolution

An initial review is carried out to determine whether the complaint falls within the scope of this policy and who is best placed to investigate your complaint.

  • The appointed investigator will be an appropriately senior and experienced colleague.

We may request additional information or a meeting to better understand your complaint.

The investigator will prepare a written response detailing the investigation carried out, the conclusions reached, and the rationale for those conclusions.

If upheld, remedies may include an apology and supporting explanation, or recommendations for any remedial action required, which may include amending our policies, procedures or working practices.

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Appeals

  • You may appeal the outcome of the investigation if you remain dissatisfied.
  • Appeals should be submitted in writing within 14 days of receiving the outcome, explaining why you disagree with the result.
  • Articles 168 and 168A of the Bank (Recovery, Resolution and Depositors’ Compensation) (Jersey) Law 2017 set out the circumstances where you appeal to the Royal Court against a decision we have made.