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Compliments and complaints

We aim:

  • to respect our clients confidentiality
  • to act impartially, fairly, objectively and consistently in all our work
  • to be open with our clients
  • to be courteous and helpful at all times
  • to act promptly
  • to provide value for money
  • to be accountable for what we do

Your responsibilities

  • Giving complete and accurate information when you contact us
  • Responding as soon as possible if we ask you for more information 
  • Keeping appointments and arriving on time 
  • Being considerate to our staff 
  • Being considerate to other customers in our waiting area

Feedback and comments

Your comments are welcome as they will help us to improve the service we offer. If you have any comments about the services we provide or those you feel we should provide, please write to the Chief Officer.

If you believe that we have not met these aims or you are unhappy about any other aspect of our service you may wish to use our complaints procedure.

Please note that we cannot apply this procedure if you are the subject of a prosecution by the Office. In that case the courts will make the decision on whether we have acted correctly or not. The procedure will not be applied if you are unhappy with a policy that the Office operates. However, the Office will consider any views you may have on its policies and their effectiveness.

Please raise any such issues by letter addressed to the Chief Officer.

If you are not happy with our service

First Steps

  1. Ask the officer who is dealing with you to explain fully why they have reached their decision
  2. If you are still unhappy with the decision or with the way in which you have been treated ask to speak to a senior officer of the Office who will review your case
  3. If you remain dissatisfied or if your complaint is about the behaviour or attitude of a member of staff you can raise a Formal Complaint

Formal Complaint

If you wish to take your concerns further you may make a Formal Complaint. A procedure is in place within the Office to investigate such complaints.

This procedure is as follows:

  • On receipt of your written complaint the Chief Officer will appoint an Investigating Officer who will have had no connection with the matter. The Chief Officer will notify you of the name of the Investigating Officer and advise you of the time the investigation is likely to take.
  • The Investigating Officer will carry out the investigation in a full and unbiased manner and will interview and take signed statements (where possible) from any person they see as necessary. 
  • The Investigating Officer will prepare a report for the Chief Officer which may include suggested recommendations for action.
  • The Chief Officer will review the contents of the report and will notify you of the outcome of the investigation.
  • The Chief Officer will ensure that the recommendations he has accepted are implemented.

All Formal Complaints must be made in writing and addressed to:

Chief Officer
Isle of Man Office of Fair Trading
Thie Slieau Whallian
Foxdale Road
St John's

Any formal complaint against the Director will be considered by Chief Executive Director of the Department of Environment, Food and Agriculture must be made in writing and should be sent to:

Chief Executive Officer
Department of Environment, Food and Agriculture
Thie Slieau Whallian
Foxdale Road
St John's
Isle of Man

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