Complaints Procedure

This page explains our complaints procedure. Please note that a Feedback Form also exists to help us monitor the effectiveness of our services and can be used in any scenario which might stop short of a complaint or if you have any positive feedback to share with us about our services.

A complaint arises when we fail to meet one of our standards or someone is dissatisfied with something we have done or failed to do. All complaints will be fully and fairly investigated.

Scope of complaints

The following sets out areas which can fall within the complaints procedure:-

A complaint about a matter within the competence or administrative services provided of the General Registry;

A complaint concerning a decision by the General Registry where there is no independent appeal mechanism;

A complaint concerning any failure to make a decision;

A complaint concerning a failure of service which is not corrected within a reasonable time;

A complaint concerning the failure of administration arrangements;

A complaint concerning the application of inappropriate or unfair remedies;

A complaint concerning a breach of confidentiality caused by the General Registry;

Any other substantial complaint not falling within the foregoing definitions;

A complaint which is made less than 3 months after the action has been taken which had led to the complaing being made.

Outside of the scope of the complaints process

The following areas are outside of the General Registry's complaints procedure (in accordance with established Isle of Man Government practice for complaints handling) and may be dismissed:-

A complaint that relates to a judicial decision or the case management of a matter by a member of the judiciary;

A complaint against the personal conduct of a member of the judiciary;

A complaint where the complainant is not involved in the matter forming the subject of the complaint or has no direct interest therein;

A complaint which has been sucessfully dealt with;

A complaint solely concerning the application of professional judgment;

A complaint solely against a decision which is the subject of an independent appeal mechanism or where the mechanisms available for further review and appeal have not been exhausted;

A complaint that has been previously subject to the General Registry complaints procedures and where no new substantial information exists;

A complaint where it is obvious that there is no prima facie case to answer or that the complaint is frivolous, malicious or vexatious.*

* Unreasonable, persistent and vexatious complainants may, because of the nature or frequency of their contacts, hinder consideration of their or other people's complaints. Definitions may include, but are not confined to: refusal to specify grounds for a complaint, refusal to co-operate with the investigation process, changing the substance or basis of the complaint without reasonable justification, a matter which has already been dealt with and does not present any material new evidence, harassing or verbally abusing staff dealing with their complaint, insisting on the complaint being dealt with in ways incompatible with procedures or good practice, persist in seeking an outcome which has been explained is unrealistic for legal, policy or other valid reasons, etc.

How to make a complaint

In the first instance, please address your complaint directly to the person you have been dealing with. We want complaints to be dealt with as quickly as possible and most can be resolved immediately.

If you feel uncomfortable about doing this or if you remain dissatisfied after you have done this, you may direct your complaint (or ask for it to be directed) to a senior officer in the General Registry.

This can be done by writing to the Chief Registrar at the address below who will forward it to the appropriate manager:-

Chief Registrar

General Registry

Isle of Man Courts of Justice

Deemsters Walk

Bucks Road

Douglas

Isle of Man

IM1 3AR

Tel: 01624 685265

All complaints received by the General Registry within the foregoing definitions will be acknowledged within 5 working days of receipt.

In order to be dealt with fairly and appropriately, complaints must clearly state the following:-

The complainant's name, address and telephone number;

The name of the officer or area of the General Registry about who/which the complaint relates (or provide sufficient information for the officer/area to be identified);

The specific grounds of the complaint.

Copies of all the documents relied upon to support the compaint should be included and the complaint received as soon as possible and in any event, no more than 3 months after the incident that the complaint is about.

Step by step summary to making a complaint

If you have a complaint, first check that it relates to:-

One of the areas which is set out above as being within the scope of complaints

A matter within the past 3 months

Relates to a service or administration matter concerning the delivery of services by the General Registry and is not outside the scope

Step 1: Raise it with the person providing the service

Step 2: If not satisfied, write to the Chief Registrar who will refer the matter to the appropriate manager for consideration

Step 3: If still dissatisfied, appeal to the Chief Registrar

March 2012

Terms & Conditions