Upheld complaints

Summary

The requester asked for the total number of complaints and upheld complaints regarding the Women, Children and Families Care Group at Manx Care over the past five years. Manx Care provided a detailed table of complaint outcomes from 2018 to 2025, disclosing that 171 total complaints were recorded with varying numbers upheld, partially upheld, or not upheld.

Key Facts

• The request covered complaints for the Women, Children and Families Care Group over a period spanning 2018 to 2025.
• A total of 171 complaints were recorded across the reporting years.
• Complaint outcomes were not consistently recorded until new regulations were introduced in 2022.
• The response included data on complaints that were upheld, partially upheld, not upheld, withdrawn, or still in progress.
• The authority confirmed that all requested information was sent without withholding any details.

Data Disclosed

• 171
• 2018
• 2019
• 2020
• 2021
• 2022
• 2023
• 2024
• 2025
• 2025-08-04
• 2025-08-28
• 2025-08-22
• 4847813
• 11
• 14
• 30
• 31
• 24
• 21
• 20
• 9
• 18

Original Request

The total number of complaints regarding Women, Children and Families Care Group over the past 5 years and the total number of those complaints which were upheld. I do not want to know any details of the complaints.

Data Tables (1)

Full Response Text

Manx Care Noble’s Hospital, Strang Braddan, Isle of Man IM4 4R (01624) 650 000

Our ref: 4847813 22 August 2025

Dear

We write further to your request, received 4 August 2025, which states:

"The total number of complaints regarding Women, Children and Families Care Group over the past 5 years and the total number of those complaints which were upheld.

I do not want to know any details of the complaints."

Response

Please find the information you requested on the table below: Reporting years are April – March.

OUTCOME OF COMPLAINT 2018 2019 2020 2021 2022 2023 2024 2025 Total Complaint Closed as Consent not obtained/given 0 0 0 0 0 2 1 0

Complaint Not Upheld 2 7 4 5 1 5 0 1 Complaint Partially Upheld 4 5 11 9 14 17 14 4 Complaint Upheld 1 7 5 10 3 6 14 1 Complaint Withdrawn 0 0 0 0 0 0 2 1 Investigation in progress 0 0 0 0 0 0 0 11 No value 2 2 0 0 0 0 0 0 Total 9 21 20 24 18 30 31 18 171 Recording outcomes was not a mandatory requirement under previous Complaint Regulations until 2022, therefore this was not recorded consistently until the new regulations in 2022

Please quote the reference number 4847813 in any future communications.

Your right to request a review

If you are unhappy with this response to your freedom of information request, you may ask us to carry out an internal review of the response, by completing a complaint form and submitting it electronically or by delivery/post.

An electronic version of our complaint form can be found by going to our website at https://services.gov.im/freedom-of-information/Review . If you would like a paper version of our complaint form to be sent to you by post, please contact me and I will be happy to arrange for this. Your review request should explain why you are

dissatisfied with this response, and should be made as soon as practicable. We will respond as soon as the review has been concluded.

If you are not satisfied with the result of the review, you then have the right to appeal to the Information Commissioner for a decision on; 1. Whether we have responded to your request for information in accordance with Part 2 of the Freedom of Information Act 2015; or 2. Whether we are justified in refusing to give you the information requested.
In response to an application for review, the Information Commissioner may, at any time, attempt to resolve a matter by negotiation, conciliation, mediation or another form of alternative dispute resolution and will have regard to any outcome of this in making any subsequent decision. More detailed information on your right to a review can be found on the Information Commissioner’s website at www.inforights.im. Should you have any queries concerning this letter, please do not hesitate to contact me. Further information about freedom of information requests can be found at www.gov.im/foi.

I will now close your request as of this date.

Yours sincerely