Unreasonable complainants are people who, because of the frequency and/or nature of their contacts with us, can impede the investigation of their complaint or the complaints of others. In most cases, dealing with complaints will be a straightforward process; however, in a minority of cases, the complainant may act in a manner that is deemed unacceptable.
If a complainant is deemed to be unreasonably persistent, we will take action in accordance with our policy.
This policy has been formulated following the guidance from the Local Government and Social Care Ombudsman to deal with the small number of complaints which make it necessary for special arrangements to be taken.
For full details of the policy see our Persistent or vexatious complainant policy.
We understand that if you need to make a complaint, it is because you may be feeling frustrated or angry. However, we expect people to behave reasonable and in an appropriate way when making a complaint. It is unacceptable for anyone making a complaint to be abusive, harass our employees or communicate in an inappropriate way.
