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Unreasonable, unreasonably persistent and vexatious complaints procedure and guidance 4. Implementing restrictions

4.1

When the decision has been taken to make a complainant subject to this procedure, Legal Services will write to the complainant to explain:

  • why this decision has been taken
  • what action the Council will be takin
  • the duration of that action
  • the review process of this procedure
  • the right of the complainant to contact the Local Government Ombudsman if they wish to challenge the decision to make them subject to this procedure
4.2The CAT will inform the Customer Experience Centre (CXC) team and any other appropriate services of the details regarding the customer this procedure has been invoked against, the restrictions applied and when they will be reviewed. A marker will be placed on the complainant’s account within the CRM system to indicate this procedure is in place and for complaint handlers to contact CAT for further information if required.
4.3Any restriction(s) imposed on the complainant’s contact with the Council should be appropriate and proportionate and the complainant will be advised of the period of time the restriction will be in place for. In most cases restrictions will apply for six months initially before being formally reviewed.
4.4If a customer ignores the restrictions set out in the correspondence from Legal Services, the service should continue to collate evidence. This can be supported by the CAT who will offer advice if the situation becomes unmanageable. The evidence will be presented to Legal Services who will, if necessary and appropriate, pursue the application of restrictions via Court proceedings.