Policy Policy for unreasonable customer behaviour and vexatious requests

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3. Examples of unreasonable behaviour

Examples of what we might consider to be unreasonable behaviour includes:

  • refusing to specify the grounds of a complaint, despite offers of assistance
  • changing the basis of the complaint/request as the matter proceeds
  • denying or changing statements made at an earlier stage
  • covertly recording meetings and conversations
  • submitting falsified documents from themselves or others
  • making excessive demands on the time and resources of staff with lengthy phone calls, emails to numerous council staff, or detailed letters every few days, and expecting immediate responses
  • refusing to accept the decision or repeatedly arguing points with no new evidence
  • persistently approaching the council through different routes about the same issue
  • causing distress to staff - including use of hostile, abusive or offensive language, or an unreasonable fixation on an individual member of staff
  • making unjustified complaints about staff who are trying to deal with the issues, and seeking to have them replaced