Guernsey : GVB Complaints Procedure

Organization : Guernsey Vetting Bureau
Type of Facility : GVB Complaints Procedure
Country: Guernsey

Website : https://gov.gg/

GVB Complaints Procedure :

The Guernsey Vetting Bureau aims to provide a high quality and professional service to our service users and to the voluntary sector in the Bailiwick of Guernsey. We are committed to providing a high standard of service and to continuously improve the service we offer.

Related : Guernsey Vetting Bureau GVB Criminal Records Check : www.statusin.org/8821.html

However, we recognise that there may be occasions when things go wrong. It is important that you tell us when this happens so that we can deal speedily with the problem you have raised. Feedback really does help us to improve the quality of our work.

You may complain under the procedure if you feel:
** The service you have received from the Guernsey Vetting Bureau has failed to meet our service standards.
** You have not been treated in accordance with our policies and procedures.
** You are unhappy with the behaviour of our staff.

In the first instance, please contact the Bureau to see if the problem can be resolved to your satisfaction. The Guernsey Vetting Bureau team will do everything they can to put things right, including reviewing procedures to stop problems happening again.

The contact will be acknowledged within 5 working days. The Disclosure Unit Manager will seek to resolve the matter within 25 working days during which a copy of the Complaints Procedure will be made available to you.

If you are not happy with the response from the Guernsey Vetting Bureau, you can make a formal complaint and write to the Lead Signatory who will:
** Acknowledge all written complaints within 5 working days of receiving the complaint in the office.
** Agree in conjunction with the complainant the course of action to remedy any complaint within 10 working days.
** Keep a full written record of the nature and details of each complaint received, and the action taken to resolve it.

If you do not feel that the Lead Signatory’s response is acceptable, please contact the Home Department.

DBS Complaints and Disputes:
When your criminal record check arrives, if you disagree with the results, you should let the Disclosure and Barring Service (DBS) know. Whether it is a problem with the accuracy of your personal details, or the facts of your conviction, you should contact the DBS in the first instance who will be able to offer advice and guidance on what to do next. Please be aware that the GVB does not see or have access to copies of your certificate or any information contained within it.

Further information on how to dispute information that you believe is incorrect on your certificate, or how to complain to the DBS about their customer service, can be found by following the link below.

Guernsey Vetting Bureau:
Police Headquarters,
Hospital Lane,
St Peter Port,
Guernsey,
GY1 2QN,
Channel Islands

Tel: 44 1481 719483
Fax: 44 1481 734538
Email: gvb@guernsey.pnn.police.uk