Complaints policy

The complaints policy aims to explain how the public can make a complaint or appeal and define the standards they can expect. The policy seeks to create a positive approach to complaints where they are valued as a means of continuously reviewing and improving the services we offer. 

Unreasonable behaviour

We are committed to dealing with all complaints in a fair, comprehensive, and timely way. Usually dealing with complaints is a straightforward process, but in a small number of cases, the way people behave can delay the investigation of their complaint or take up a lot of time.

The aim of this policy is to help us deal with unreasonably persistent complaints and unreasonable complainant behaviour in a fair way. It lets staff and customers know what we think is unreasonable complainant behaviour. It sets out what is expected of staff when they are confronted by this behaviour, what options are available, and who can authorise the options.

Policy on dealing with "unreasonably persistent complainants" and "unreasonable complainant behaviour"