We will try to resolve things that go wrong as soon as possible, and to give customers an outcome that they are satisfied with.
However, if a customer behaves in an unacceptable manner, or is unreasonably persistent, we may decide to restrict the ways that they can deal with us or refuse to consider further complaints about the same matter.
For example, if a customer makes multiple complaints about the same matter, or if their complaint has been considered and found to be unjustified but they are not prepared to accept this conclusion.
In such circumstances, the council will consider evidence available including how we have responded to the complaint and if necessary, can decide that the complaints are vexatious and unduly time-consuming.
We may then decide to restrict access, giving the customer a single named point of contact with the council, or refuse to consider any further complaints about the same matter, unless any significant new information is provided.
We will inform the customer about this, explaining why the decision has been taken, what restrictions will be applied, for how long, and how the complainant may appeal against such a decision in accordance with the Council’s Unreasonable Behaviours Protocol.