Introduction

The Constables and Douzaine of the Castel Parish are committed to ensuring members of the public receive an efficient and courteous service to the highest possible standard.

It is recognised that this service may sometimes fall below the level expected, but the Constables and Douzaine will endeavour to correct any shortfalls experienced by the public through the use of this policy.

POLICY

Definition of Complaint

For the purposes of this policy a complaint is defined as: –

An expression of dissatisfaction however made, by a member or members of the public concerning the Castel Constables, Douzaine, individual Douzeniers or employees’ actions or lack of action, or the standard of service received.

A complaint can be made orally or in writing. Complaints made orally can either be by phone or in person. Written complaints can be received by letter or email. No preference is given to a specific form of complaint, and everyone will be treated with the same importance and confidentiality using this policy and procedure.

Complaints Register

The Constables will maintain an anonymous register of all complaints received which will be reported to the Douzaine once a year.

Exclusions

This policy is applicable to complaints concerning the Constables, Douzaine, individual Douzeniers and employees of the Constables. It is recognised that there are certain types of complaint that do not fall into this remit including:

• Matters that have already appeared before a court of law or where criminal or civil proceedings have commenced.
• Complaints that fall outside the control of the Castel Constables or Douzaine.

Complainants

Complaints may be received from members of the public, organisations, or an agency acting on behalf of an individual, who receive a service from the Castel Constables or Douzaine.

Anonymous complaints will be considered at the discretion of the Senior Constable or Vice-Dean, depending on the nature of the complaint.

PROCEDURE

Wherever possible complaints should be made in writing by letter or e-mail, addressed to the Senior Constable. Letters should be sent to the address noted on our website. E-mails should be sent to constables@castelparish.com — however, it should be noted that these e-mails are handled by the team in the office, so if it is inappropriate to send it to this address, it should be sent to the Senior Constable (as noted on our e-mail) or, if that is inappropriate, to the Vice-Dean of the Douzaine as noted on our website.

Any complaints which are made by telephone will be handled per the below process.

Complaints made against employees of the Constables may be dealt with through the Constables Disciplinary Policy and Procedure.

If a complaint against a Constable or Douzenier is received the following procedure will be followed:

Stage One

All complaints will be acknowledged within 2 working days.

The complaint will be considered and attempts made to resolve it by the Senior Constable or Vice-Dean. If the Senior Constable or Vice-Dean has a conflict of interest, the next most senior Douzenier without such a conflict will oversee the complaint.

It is important that the Dean of the Douzaine is not involved in the procedure at this stage.

If unresolved, or if the complainant is not satisfied, Stage Two of the procedure will be invoked.

Stage Two

A panel of 3 (three) Douzeniers and/or Constables will be chosen by the Senior Constable or Vice-Dean, or if the Senior Constable or Vice-Dean has a conflict of interest, by the next most senior Douzenier without such a conflict, to decide on the course of action to take, if any. Consideration will be given to asking for assistance from Douzeniers or Constables from other parishes if an independent view is required.

The panel will meet with all parties involved as part of the investigation into the complaint.

Any disciplinary action which may be taken will range from requesting an apology, written warning, or in extreme cases regarding Constables and Douzeniers (not employees), referral to the Law Officers.

The panel’s decision regarding the complaint shall be final, and their decision and reasons will be clearly explained to the complainant.

It is the aim of the panel to conclude the investigation, including any action taken, and to communicate the outcome to the complainant within 28 working days of the complaint being made.

Stage Three

If the complainant is not satisfied with the outcome of Stage Two, they will be asked to write to the Dean of the Douzaine (or if conflicted, the Senior Constable) who, on receipt, will review the Stage Two Procedure to ensure that it has been followed and completed appropriately.

The Dean or the Senior Constable will respond to the complainant within 10 working days. This will be the Douzaine’s final response under this Policy.

Procedure Review

This policy will be reviewed every 3 years.

K Hudson
J May
Constables of the Castel Parish
March 2026

Review: March 2029