Complaints Procedure




Making a complaint
Andreas Parish Commissioners is committed to providing its customers with a high standard of service however we accept that sometimes things go wrong. If you feel that we have failed to provide the level of service you might reasonably expect, we would like to know so we can put that right and improve our services for our customers. The Commissioners has in place a four stage complaint process which is detailed below:

Stage 1 – Resolution
In the first instance it may best to speak to the person you have been dealing with and explain your complaint, or you can ask to speak to another person who may be able to resolve your complaint straight away.

Stage 2 – Investigation
If you are unhappy and you feel that your complaint has not been resolved, please contact The Clerk at the details below:

Clerk – Andreas Parish Commissioners
Rheast Cottage, Smeale, Andreas, IM7 3EE
Email –
Phone – 07624 306103

It is important when submitting your complaint that you provide as much information as possible to help us contact you and understand the issue. For example;

  • Your full name
  • Telephone number and contact information
  • A detailed description of your complaint and what you think we should do to resolve the problem

You will receive an acknowledgement of your complaint within 2 working days (Monday to Friday) of receipt.

N.B. Please note that as the Clerk is the only direct employee, and could be absent at the time of the complaint, there is the potential for a delay in responding to or dealing with the complaint. Should the Clerk not be available there is the option of contacting the Chair.

Where possible we will deal with your complaint within 20 working days (Monday to Friday). However, if this is not possible, we will contact you to let you know the expected timeframe for a response.

If your complaint is about the Clerk, please go straight to Stage 3.

Stage 3 – Review
If at the end of the process you are still not satisfied with the way the matter has been dealt with, please write to the Chairman at the following address who will arrange for the matter to be reviewed.

Should the matter relate to the Clerk, the complaint can be made in writing addressed to the Chairman at the address below but marked “For the consideration only of the Chairman, Private and Confidential”

The Chairman
Andreas Parish Commissioners
c/o Rheast Cottage, Smeale, Andreas IM7 3EE
Tel: 07624306103

Where possible we will deal with the review within 20 working days (Monday to Friday). However, if this is not possible, we will contact you to let you know the expected timeframe for a response.

Stage 4 – Consideration of the Tynwald Commissioner for Administration
If you remain dissatisfied with the way in which the Commissioners has handled and reviewed your complaint, under provisions of the Tynwald Commissioners for Administration Act 2011, you may write to the Tynwald Commissioner for Administration for his/her consideration of the matter. The Tynwald Commissioner will consider a complaint made no more than 6 months after a final decision of the matter was received by the complainant from the Commissioners.

Your complaint must be made in writing and sent using either of the following methods:

By post: Tynwald Commissioner for Administration
Office of the Clerk of Tynwald
Legislative Buildings, Finch Road, Douglas, IM1 3PW

Information regarding the remit of the Tynwald Commissioner for Administration can be found via the following link:

Handling of your Complaint
The Commissioners are committed to dealing with all complaints fairly, impartially and in a timely manner, however, we reserve the right to protect our staff against any behaviour by customers that is unacceptable such as abusive, offensive or threatening behaviour in line with its policy for managing vexatious complaints, correspondence and behaviour.

Unreasonable or vexatious complaints
Your complaint may not be dealt with if it is felt that is unreasonable or persistent, that is, time consuming to manage and interferes with proper consideration of the complaint, or vexatious. Some examples are:

Refusing to specify the grounds of a complaint, despite offers of help; refusing to co-operate with the complaints investigation process; refusing to accept that certain issues are not within the scope of the complaints procedure; insisting on the complaint being dealt with in ways which are incompatible with the adopted complaints procedure or with good practice; making unjustified complaints about staff who are trying to deal with the issues, and seeking to have them replaced; changing the basis of the complaint as the investigation proceeds; denying or changing statements made at an earlier stage; introducing trivial or irrelevant new information at a later stage; raising many details but unimportant questions, and insisting they are all answered; submitting falsified documents from themselves or others; adopting a ‘scatter gun’ approach: pursuing parallel complaints on the same issue with various organisations; making excessive demands on the time and resources of staff with lengthy phone calls, emails to numerous Commissioners or staff, or detailed letters every few days and expecting immediate responses; submitting repeat complaints with minor additions/variations which the complainant insists make these ‘new’ complaints; refusing to accept the decision; repeatedly arguing points with no new evidence.

You will be advised in writing that your complaint has been deemed this way.

General Data Protection Regulations 2018
The information you provide when you make a complaint will only be processed for the purpose of dealing with your complaint. Our Privacy Notice explains how we collect, store and handle your personal data in line with current data protection legislation as applied in the Isle of Man.