How to raise a concern or make a complaint
This page provides information about how to raise concerns or, if necessary, make a complaint about a regulated care service or about the Commission itself. Full details about how to do this are provided in the complaints policy documents.
You can make a complaint over the phone, in writing, or by email. If you need to make a complaint in person for any reason, please contact us to make an appointment, and we will arrange this. Our contact details are at the bottom of this page.
You do not have to provide your details if you don’t want to. Concerns which are raised with the Commission anonymously will be considered. However, if you provide your contact details this will allow us to clarify anything we need with you, and to notify you of the outcome.
Making a Complaint or raising a concern about a regulated service
The Commission always encourages anyone with a concern or complaint to contact the service provider in the first instance. All regulated services are required to have effective procedures for managing and responding appropriately to complaints and comments. If you are not sure how to contact the service or need help or advice on how to raise a concern or make a complaint, please contact the Commission using any of our contact details listed below.
If you have already raised concerns directly with the provider and are not happy with the outcome, or if there are reasons that you do not wish to raise concerns with the provider, you can raise concerns and complaints directly with the Commission. Please read our complaints leaflet for more information.
Guide to making a complaint for Children and Young People
If you are a child or young person and want to make a complaint, or if you are helping a child or young person make a complaint we have produced a leaflet to guide you through the process.
Children and Young Person’s Guide to making a complaint
Please read our full policy in the links below.
How to raise a concern or make a complaint about the Commission
If you have any concerns about the work of the Commission, please contact us. We will always try to resolve your complaint by discussing it with you to see if it is possible to agree a way forward. If that is not possible, we will formally investigate your complaint.
Please contact us using any of our contact details, and see our policy in the link below to find out more information about how we deal with complaints.
Concerns and complaints about registered health and social care professionals
The Commission does not normally consider concerns and complaints about registered health and social care professionals (for example doctors, nurses, midwives, social workers etc). This is because most health and social care professionals need to be registered with professional regulatory bodies to work in Jersey. The Commission works with these regulatory bodies and shares information with them to protect the public. While we believe these bodies are best placed to investigate and respond to concerns and complaints, the Commission may take independent regulatory action if it considers it necessary to do so.
If you have concerns or complaints about registered health and social care professionals, you should raise these directly with the relevant national regulatory body. Links to information about registered professionals and their regulatory bodies are provided below.
Whistleblowing
Whistleblowing is a term used when an employee raises a concern about wrongdoing in their organisation, in the public interest. This usually means the concern is about something such as
- criminal offences, including financial wrongdoing, such as fraud
- failure to comply with an obligation set out in law
- endangering someone’s health and safety
- neglect of people in care
- damage to the environment
- covering up wrongdoing
In the UK, the Public Interest Disclosure Act 1998 provides protection from victimisation for whistle blowers. It also allows whistle blowers to report concerns to a designated person or organisation such as the Care Quality Commission. There is no equivalent legislation in Jersey, but Registered Providers are required to have a whistleblowing policy that protects employees
If you are concerned about wrongdoing in your organisation, you should first check your employer’s whistleblowing policy. If you are worried about raising a concern with your employer or have raised a concern through your employers Whistleblowing procedure but still have concerns, you can raise these directly with the Commission. In this case see the policy on how to raise a concern about a regulated service.
If you work in the public sector, you should consult the Government of Jersey’s policy on whistleblowing for public servants.
Whistleblowing policy for public servants of the Government of Jersey
Information about registered professionals is provided on this page.
Information about how to raise concerns with professional regulatory bodies is provided in the following links:
General Medical Council
Nursing and Midwifery Council
Health and Care Professionals Council register
Below are links to the relevant information for submitting complaints to the Jersey Care Commission.
