channel islands competition regulatory authority

Consumer Information


Guidance on Complaints

The majority of postal service customers buy standard products that are subject to standard terms and conditions. If you are unhappy with the service you have / are receiving and wish to make a complaint, you should take the following steps:

Register your complaint with the service provider

In the first place you should ask your service provider to try to resolve the complaint. Both Guernsey Post Ltd and Jersey Post Ltd have codes of practice in place which set out the procedures for handling complaints, including time limits for resolution. 

Jersey Post Ltd Customer Charter
Guernsey Post Ltd Customer Charter

Nothing in this scheme is intended to prevent a customer from seeking resolution through the courts.



Trading Standards

Guernsey Unresolved Complaints
If a complaint made in Guernsey remains unresolved, either because you are dissatisfied with the outcome, or the target time in the code of practice has not been met, you can take the matter to the Trading Standards Service at the Department of Commerce and Employment who will act as an impartial body and attempt to find a fair outcome for all the parties involved.

If either party is dissatisfied with the outcome of their complaint to the TSS then they can ask that the matter be referred to CICRA. The TSS will submit a report to CICRA, the complainant and the service provider and CICRA will progress the complaint in whatever manner it considers appropriate.



Complaints Departments

For information on Guernsey Post's complaints procedure click here

You can make a complaint by email to ts@commerce.gov.gg or in writing to:

The Consumer Advisor
Trading Standards Service
PO Box 459, Raymond Falla House
Longue Rue, St Martins
Guernsey
GY1 6AF


For postal users in Jersey who wish to make a complaint, contact Jersey Post's Customer Services Dept at customerservices@jerseypost.com or write to:

Customer Services
Jersey Post Limited
Postal Headquarters
Jersey
JE1 1AA



CICRA Complaints Contact

For advice and information contact: 
        
Suites B1 & B2 
Hirzel Court 
St Peter Port 
Guernsey 
GY1 2NH 

Telephone: +44 (0) 1481 711120
Email: info@cicra.gg
 
Office hours 9am-5pm Monday to Friday
     Or:

2nd Floor Salisbury House 
Union Street 
St Helier 
Jersey 
JE2 3RF 

Telephone +44 (0)1534 514990 
Email: info@cicra.je 

Office hours 9am-5pm Monday to Friday 



Disclaimer
wai compliant

CICRA would like to thank VisitJersey, VisitGuernsey, The States of Alderney and Sark Tourism Committee for their kind permission, allowing CICRA to use images of the islands to illustrate our website. CICRA wishes to credit Gareth Hughes for his image of the Alderney Breakwater.