Complaints from members of the public and costs investigating

Summary

The request sought the number of public complaints against Manx Care since 2021 and the investigation costs since August 2023. Manx Care provided the complaint statistics but refused the cost data, stating they do not routinely record such figures.

Key Facts

• Manx Care received 469 complaints in 2021, 358 in 2022, 310 in 2023, 435 in 2024, and 189 in 2025 (partial year).
• The authority cannot provide the cost of investigating complaints because they do not routinely record this information.
• The refusal for cost data is based on section 11(3)a of the Freedom of Information Act 2015.
• Complaint data is sourced from the Datix system covering financial years from April 1 to March 31.
• The request was received on 30 September 2025 and responded to on 16 October 2025.

Data Disclosed

• 469
• 358
• 310
• 435
• 189
• 2021
• 2022
• 2023
• 2024
• 2025
• 3rd August 2023
• 30 September 2025
• 16 October 2025
• 4960169

Exemptions Cited

• Section 11(3)a of the Freedom of Information Act 2015 (Information not held)

Original Request

1, How many complaints have been received from members of the public concerning their dealings with Manx Care since it's formation in 2021? 2. Since the 3rd August 2023 what is the cost to Manx Care investigating such complaints?

Data Tables (1)

Data Tables (reformatted)

Full Response Text

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

Our ref: 4960169 16 October 2025

Dear

We write further to your request, received 30 September 2025, which states:

"1, How many complaints have been received from members of the public concerning their dealings with Manx Care since its formation in 2021?

1. Since the 3rd August 2023 what is the cost to Manx Care investigating such complaints?"

Response

1, How many complaints have been received from members of the public concerning their dealings with Manx Care since its formation in 2021?

All the information is taken form the Datix system (a live system) covering the Financial Year (01 April - 31 March): - 2021 = 469 complaints received - 2022 = 358 complaints received - 2023 = 310 complaints received - 2024 = 435 complaints received - 2025 = 189 complaints received (at the current time of reporting)

2, “Since the 3rd August 2023 what is the cost to Manx Care investigating such complaints?”

While our aim is to provide information whenever possible, in this instance Manx Care is unable to provide the information you have requested. This is in line with section 11(3)a of the Act, as a practical refusal reason applies; namely we do not hold or cannot, after taking reasonable steps to do so, find the information that you have requested.

Manx Care does not routinely record costs of investigating such complaints therefore it is not possible to reply to the request

Please quote the reference number 4960169 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 faithfully