Unreasonable, unreasonably persistent and vexatious complaints procedure and guidance - 5. Implementing restrictions

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 taking 
• 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.

Details regarding restrictions will be shared with appropriate services to ensure there is consistency across all services in following the arrangements set out. Informing the CXC team should be considered so they are aware of how they should handle any calls that come through the main switchboard.

If 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 Assurance Team 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.