Your Onchan

Customer Service Standards:

How to Complain to the Commissioners

We hope you are happy with the service you get from us.  If you are unhappy please tell us.  We want to know when we get things wrong.  It helps us to improve our service and stop making mistakes again.  There are three stages to follow:-

First Stage

Phone, write or call at the Commissioners Office.  We will try to sort out your query or problem straight away and give you a full written answer within 20 working days.  Some matters will take longer to sort out, so in these cases we will write to you every 20 working days to tell you what is happening until the matter is finally resolved. 

Second Stage

If you are not happy with our answer in the First Stage, the write to the Deputy Clerk to the Commissioners or Telephone: (01624) 675564.   Again we will try to sort out your problems straight away and give you a written reply within 10 working days.

Third Stage

To have your problem dealt with at this stage, you must contact the Chief Executive of the Onchan District Commissioners in writing within 20 working days of receiving your reply from the second stage.   He will look into the matter on your behalf and if necessary refer it to the appeals procedure.

Your Local Commissioner

Your local Commissioner can also look into your complaints.  He or she will deal with the officers involved to help solve your problem.

The Commissioners hold regular “surgeries” for you to go and discuss your problems.   These Commissioners' Surgeries are held on the first Tuesay of each month.  You will find details of times and places for these surgeries in the reception area of the Onchan District Commissioners and at the Onchan Library.   You can also phone or write to your local Commissioner to arrange an appointment to see them.  

The Local Authority Ombudsman

If you think we have not followed our policies fairly, you can take your case to the Department of Infrastructure.   The Ombudsman is independent, and has the power to investigate (for example, if we have not kept to our rules or dealt with your complaint in a reasonable time).  

Emergency Service

Please note:  All Commissioners emergency services are available outside office hours on :  Telephone: (07624) 493314

If your telephone call is not of an emergency nature you may leave a message out of hours on our voice mail service, and this will be dealt with as soon as possible.   Please ensure you leave your name, address and telephone number and a brief outline of your reason for calling. 

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