Unreasonable, unreasonably persistent and vexatious complaints procedure and guidance

We work with customers and stakeholders to quickly resolve complaints. It’s usually straightforward, and we’re able to resolve any issues.

Sometimes, the way someone behaves makes it harder for us to respond. This can take time and resources away from helping others. If behaviour is abusive or unreasonably persistent, we may need to step in.

We use Walsall Council’s Unreasonable, Unreasonably Persistent and Vexatious Complaints Procedure and Guidance to manage this fairly and consistently. It protects staff and ensures everyone can access services, whilst still allowing residents to raise concerns.