Make a complaint

Find out more about how to make a complaint

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If you are unhappy with the service you have received from Ports of Jersey (the airport, harbours, or marinas), you should contact them directly and then if unresolved, escalate to us, following the process below.

We do not regulate airlines and shipping companies. If you are unhappy with the service you have received from your airline or shipping company, you should contact them directly and escalate to Ports of Jersey if necessary.

1. Register your complaint with Ports of Jersey and follow its complaints procedure

In the first instance you should ask Ports of Jersey to resolve your complaint.

Ports of Jersey has a complaints policy and procedure which sets out its procedures for handling complaints, including time limits for resolution.

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2. Submit a complaint

If the service provider has been unable to resolve your complaint to your satisfaction, Contact Us; you can ask us to consider your complaint and we would welcome the following information:

Describe the issue you are being affected by and why you believe the organisation’s service or behaviour is not meeting the required standard.
Provide details on the outcome of their complaints procedure - including their reference number, or any communications you may have had with other consumer protection organisations.
Say what you would like us to do about the complaint.
What would be your ideal outcome?
Details to contact you on.
Permission from you allowing us to discuss the details of your complaint with the company involved.

Remember that we will always try to help, however we may not be able to become involved and the outcome may not be what you would ideally want. In that case you may consider alternative consumer protection approaches.

Before getting in contact, please read our Guidelines on on Making a Complaint and Investigation Procedures. These contain everything you need to know in order to submit a complaint.

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Consumer protection organisations

The Jersey Consumer Council

Acts as a voice for consumers, representing their interests fairly and providing information unavailable through normal customer service channels.

Email: contact@consumercouncil.je

Jersey Trading Standards

Acts to ensure that the rights of consumers buying services in Jersey are protected.

Email: tradingstandards@gov.je

Citizen’s Advice Jersey

Provides free, confidential and impartial advice to help people resolve problems.

Email: advice@cab.org.je

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