Aims and objectives
The aim of the Unreasonable or vexatious complainants policy is to provide examples of situations where a customer, either individually or as part of a group, might be considered as acting unreasonably in pursuit of their complaint(s), and to set out how we will manage such behaviour consistently and fairly.
The contents of this policy are aligned with the principles of the Local Government and Social Care Ombudsman’s Complaint Handling Code, their guidance on 'Managing unreasonable actions by complainants' and their ‘Unreasonable complainant behaviour' fact sheet. They also reflect the Local Government Association’s ‘Councillors’ guide to handling harassment, abuse and intimidation’.
