Policy Policy for unreasonable customer behaviour and vexatious requests

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1. Introduction

We are committed to providing what you need, in the way you want and to the standard you expect.  We believe that dealing effectively with complaints and customer requests for information is essential to providing good services.

We will process complaints either in line with our Complaints Policy or the appropriate statutory policy and procedure and information requests as detailed in the statutory guidance.

We will make every effort to achieve a satisfactory outcome for each customer.

Unfortunately, in a minority of cases people pursue their complaints or requests for information in a way that is unreasonable.  In some instances, this can have a negative impact on the handling of their complaint or request.  It can also have a significant impact on our resources and on our ability to provide services to our other customers.

This procedure covers complaints and Freedom of Information requests.


The purpose of this document is to:

  • define unreasonable customer behaviour
  • explain what we consider to be unreasonable customer behaviour and how we will deal with it
  • define vexatious requests
  • explain what we consider to be vexatious requests and how we will deal with these