Unreasonable behaviour and unreasonable complainants

We provide a wide range of services to the public and value constructive feedback via our complaints process. We are committed to providing a high quality service and handling all complaints fairly and impartially where our customers feel that we have not done this.

There are, however, a small number of people who are unreasonably persistent in their contact with the council, or who are abusive or threatening.

The council does not expect staff to tolerate unreasonable behaviour, abuse or threats and will take action to protect our staff, councillors, partners and contractors from that behaviour.

This may simply involve sending out a letter explaining why contact is unreasonable, but may also, in some circumstances, involve restricting the kinds of contact that the customer may have with the council and its representatives.

The Unreasonable customer behaviour policy defines unreasonable contact and unreasonably persistent contact and the actions that the council will take. It also explains a customer’s right of appeal and the process of reviewing any restrictions in place.