Guide Complaints procedure

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19. Unreasonable customer behaviour

We will process complaints in line with our Complaints procedure and will make every effort to achieve a satisfactory outcome for each customer.

Unfortunately, in a minority of cases people pursue their complaints in a way that is unreasonable.  In some instances, this can have a negative impact on the handling of their complaint.  It can also have a significant impact on our resources and on our ability to provide services to our other customers. In these cases consideration will be given to taking action under our Policy for dealing with unreasonable customer behaviour.

See Annex A for the policy on unreasonable customer behaviour.