The Office of the Clerk of Tynwald is committed to providing efficient and effective services to the public. Any definite representation of dissatisfaction by a member of the public will be investigated and we will seek to respond promptly, fairly and effectively.

How to make a complaint

An oral complaint should normally be made to the officer providing the service complained of. A complaint about a particular officer should be made to a more senior officer. The officer receiving the complaint should be asked to make a record of the complaint and of the contact details of the person making the complaint. This information will be passed to the Deputy Clerk of Tynwald in her capacity as Complaints Officer. A written complaint may be submitted in hard copy or by e-mail. It should be addressed to the Deputy Clerk of Tynwald in her capacity as Complaints Officer using the following contact details:

What we will do when we receive a complaint

When a complaint is made orally, a letter of acknowledgement will be issued including a statement setting out what is understood to be the nature of the complaint being made. The person who has made the complaint will be invited to confirm in writing the accuracy of the statement. When a complaint is made in writing it will be acknowledged within seven working days. Whether the complaint has been made orally or in writing it will be investigated by the Deputy Clerk of Tynwald or by another person appointed by the Deputy Clerk of Tynwald. The complainant will be advised of the outcome. Where possible this will be within seven working days of the complaint being acknowledged. If an investigation takes longer than seven days, the complainant will be kept fully informed of the progress being made. A complaint which remains unresolved after the investigation by the Deputy Clerk of Tynwald will be referred to the Clerk of Tynwald.

Complaint reporting

The Office of the Clerk of Tynwald reports annually to Tynwald Court numbers of complaints received. This is in line with the Government’s standard complaints procedure introduced in 1991. Complaints fall into two groups for the purpose of these reports.

To be recorded

• (C1) A complaint concerning a decision against which there is no independent appeal;
• (C2) A complaint concerning any failure to make a decision;
• (C3) A complaint concerning a failure of service which is not corrected, or is not corrected within a reasonable time;
• (C4) A complaint concerning the failure of administrative arrangements, or an over-restrictive or narrow interpretation of such arrangements;
• (C5) A complaint concerning the application of inappropriate or unfair remedies;
• (C6) A complaint concerning breach of confidentiality;
• (C7) Any other substantial complaint not falling within any of the foregoing definitions.

Not to be recorded

• (1) A complaint about a matter outside the competence of the Office;
• (2) A complaint where it is obvious that there is no prima facie case to answer or that the complaint is frivolous or trivial;
• (3) A complaint where the complainant is not involved in the subject matter of the complaint or has no direct interest in it;
• (4) A complaint which is made more than twelve months after the action has been taken which has led to the complaint being made;
• (5) A complaint which is successfully dealt with on the spot;
• (6) A complaint about a failure of service which is rectified within a reasonable time;
• (7) A complaint solely regarding the attitude/behaviour of a member of staff (this is the subject of normal disciplinary enquiry);
• (8) 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;
• (9) A complaint solely concerning the application of professional judgement.

Link to Previous Reports

• ​Report dated January 2021 on complaints received in calendar year 2020
• Rep​ort dated February 2020 on complaints received in calendar year 2019
• Report dated January 2019 on complaints received in calendar year 2018​
• Report dated January 2018 on complaints received in calendar year 2017
• Report dated January 2017 on complaints received in calendar year 2016
• Report dated January 2016 on complaints received in calendar year 2015
• Report dated January 2015 on complaints received in calendar year 2014
• Report dated January 2014 on complaints received in calendar years 2013 and 2012
• Report dated March 2012 on complaints received in calendar year 2011
• Report dated May 2011 on complaints received in calendar years 2010 and 2009
• Report dated March 2009 on complaints received in calendar years 2008 and 2007
• Report dated April 2007 covering complaints in calendar year 2006
• Report dated April 2006 covering complaints in calendar year 2005
• Report dated May 2005 covering complaints in calendar year 2004
• Report dated June 2004 covering complaints in calendar year 2003

Complaints about a Member of Tynwald

Tynwald Members do not have an obligation to act on every matter constituents raise with them. However, should you wish to complain about a political member please be advised of the following:

• If a Member was acting in a Government capacity (that is, as a Minister, Member of a Department, or Member of a Statutory Board) they may be in breach of the Government Code. If you wish to seek action against the MHK or MLC under the Government Code you should approach the Chief Executive Office in Isle of Man Government.
• MHKs and MLCs are not above the law. If your complaint concerns a matter in which you have a personal interest, you may be entitled to pursue a legal action against an MHK or MLC. If you wish to do this, you should seek the advice of a practising Manx advocate. Contact details for advocates are available on the Law Society website. The Clerk of Tynwald cannot provide legal advice.
• There is a separate parliamentary standards regime which regulates the way Members undertake any of their public duties. If you are not a Member of Tynwald you cannot make complaints about words spoken during parliamentary proceedings but you can complain about any other matter relating to a Member’s conduct. If you wish to pursue this route you can write to the Tynwald Standards and Privileges Committee using the email address committees@tynwald.org.im.
• The Tynwald Members’ Code of Conduct can be read at Annex 6 of the Standing Orders of Tynwald Court here: https://www.tynwald.org.im/business/sto/Documents/2026-PP-0009.pdf#page=117
• Guidance issued by the Tynwald Standards and Privileges Committee on how complaints will be handled is available here: https://www.tynwald.org.im/business/committee/Shared%20Documents/20260120%20CtteeGuidance.pdf