Compliments and Complaints

Complaints 

The Professional Standards Department (PSD) registers and records all complaints made against police officers, former police officers and designated persons, where the standards of professional behaviour may have been contravened.

 

This is laid out in Schedule 2 (Article 21) of the Police (Complaints and Conduct) (Jersey) Law 2022.

Who can complain?

 A complainant is any of the following –

 

(a) a member of the public who claims to be the person in relation to whom the act took place;

(b) a member of the public not falling within sub-paragraph (a) who claims to have been adversely affected by the act;

(c) a member of the public who claims to have witnessed the act;

(d) a person acting on behalf of a member of the public described in subparagraphs (a) to (c); or

(e) a member of the Force, a member of the Honorary Police or a designated person acting otherwise than in the course of his or her duty.

 

For the purposes of paragraph (4)(b) a complainant is adversely affected if he or she –

(a)   suffers any form of loss or damage, distress or inconvenience; or

(b)   is put in danger, or otherwise unduly put at risk of being adversely affected.

 

What can be complained about?

Any dissatisfaction by a complainant, regarding an act or the standard of service provided by a police officer, former police officer or designated persons (only staff that act as Court Officers, based at the Magistrates Court and who also transport detainees are designated persons).

 

Note: Decisions by a Centenier to charge or not charge someone cannot be complained about under this law.

 

How do I make a complaint?

There are several ways to make a complaint: 

 

By E-mail – (our preferred method of receiving written complaints)

In line with the new Complaints and Conduct Law we have developed a standardised form for anyone wishing to make a complaint about one of our officers, former officers or a designated person. Please fill out either of these forms and send it as an attachment to the Professional Standards Department once completed. Please fill out this form in as much detail as possible to enable us to assess your complaint expeditiously. If you have any other material you wish to send us, such as mobile phone footage or CCTV for example, we can arrange to receive this from you, if it cannot be sent by email.

Please click here to download the form to your device.

The form can then be emailed to ProfessionalStandards@jersey.police.je

Over the telephone

You can call the general police number on 01534 612612 (24hrs a day) to discuss any dissatisfaction in our service, your call will be directed to a Sergeant or Inspector on duty in the first instance to assess your concerns.

 

In person

Attend the Police Station visitor reception centre (not open 24hrs), where you will be seen by a Sergeant or Inspector. If you have not made a prior appointment there may be a delay or no one may be available to meet you due to operational activities.

 

What if I need additional support to help me make a complaint?

The preferred method of receiving written complaints is via email using our standardised form as it goes directly into PSD. If you require assistance in completing this form, we can also help with that. You can call or attend Police Headquarters and the duty Sergeant or Inspector can assist you, or you can contact PSD via email and we can make arrangements to assist you completing the form. (PSD office hours are Mon – Fri 8am-4pm) 

How will my complaint be dealt with?

An initial assessment will be made of your complaint, and a decision will be made by the Deputy Chief Officer how it should be dealt with:

 

Agreed Resolution of complaints

Some complaints can be settled through an agreed resolution, which is a simpler process that does not involve a formal misconduct investigation. This approach is only used where the matter, if proved, would not lead to criminal charges, dismissal, or serious disciplinary action. A senior officer (at least Inspector rank and not involved in the case) will oversee the resolution, giving both the complainant and the officer concerned the chance to comment. Apologies can only be offered if the officer agrees. Once the process is complete, the outcome is recorded and shared with all parties, and the complainant will be informed of their right to ask the Jersey Police Complaints Commission (JPCC) to review the decision.

 

Misconduct consideration through preliminary assessment

If a complaint cannot be resolved through Agreed Resolution, the Deputy Chief Officer will carry out a preliminary assessment to decide how it should be handled. They will consider whether the conduct, if proved, amounts to misconduct, gross misconduct, or neither. Misconduct cases must be formally investigated, while other matters may be referred to reflective practice, treated as performance issues, or closed with no further action. The complainant, the officer concerned, and (if relevant) for designated persons their employer, will be notified in writing of the decision, the reasons, and any action to be taken, and the complainant will be advised of their right to ask the JPCC to review this decision.

 

Following the decision by the Deputy Chief Officer if your complaint is assessed as misconduct a formal investigation will commence. At the conclusion of the investigation, you will be advised of the determination made by the Deputy Chief Officer and any proposed next steps, whether that is formal misconduct proceedings (which may be held in public), or reflective practice learning, treated as a performance matter or no further action.

 

The role of the Jersey Police Complaints Commission (JPCC)

The JPCC has been established in Law to provide an independent oversight to complaints against police officers, former police officers and designated persons. Separate legislation covers complaints made against the Chief Officer or Deputy Chief Officer, however, the JPCC also have a role in these investigations.

 

The JPCC is responsible for overseeing how complaints and conduct matters are handled to ensure they are dealt with fairly, efficiently, and independently. Its role includes supervising investigations, reviewing decisions, monitoring the complaint registers, across the States of Jersey Police and the Honorary Police. The Commission can issue guidance, make recommendations in the public interest, and request reconsideration if its recommendations are not accepted. In all cases, it works to maintain public confidence by ensuring that complaints and conduct issues are managed properly and in line with best practice. For more information on its functions and its current membership, please visit their website for further details Jersey Police Complaints Authority | Jersey, C.I.

 

 

 

Compliment us on our service

We are particularly interested in hearing about the occasions where we have provided an excellent service, which we can forward and use as an example of good practice. If you would like to send us a compliment regarding good work demonstrated by our staff, you are very welcome to contact us. We appreciate hearing positive feedback about our officers and staff, as it helps us recognise and celebrate their commitment to public service within the community.

By post

Write to the following address:

The Chief Officer, 

States of Jersey Police

La Route du Fort

St. Helier, 

Jersey

JE2 4HQ 

By E-mail

ProfessionalStandards@jersey.police.je

Did you know?

We have dedicated policies on Conflicts of Interest and on Abuse Involving Police Officers or Staff. These policies help ensure that our officers act with integrity, that any personal interests are managed transparently, and that allegations involving police personnel are handled robustly, sensitively, and without favour.