Unreasonable, unreasonably persistent and vexatious complaints procedure and guidance - 1. Purpose
| 1.1 | This procedure and guidance relates to how the Council manages unreasonable, unreasonably persistent and vexatious complainants and applies to all council services. |
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| 1.2 | It has been developed in line with the most recent guidance from the Local Government Ombudsman. |
| 1.3 | This procedure covers all complaints made to the Council about Council services including those related to Freedom of Information, Environmental Information and requests made under the Data Protection Act. It covers both corporate and statutory complaints and links to all those procedures. Whilst there is a specific process for complaints about Elected Members that is managed by the monitoring officer should a complainant behave in a way that is unreasonable, unreasonable persistent or vexatious this procedure may be invoked. |
| 1.4 | This is a refresh of the procedure and guidance presented and agreed at Standards Committee in April 2018 in light of changes to the way services operate, in particular work of the Proud Customer Access Management (CAM) workstream, and the Proud Promise to:
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| 1.5 | This procedure includes reference to the Customer Relationship Management (CRM) system that has been implemented to, amongst other customer facing processes and services, administer customer complaints, compliments and comments. |