Unreasonable, unreasonably persistent and vexatious complaints procedure and guidance - Unreasonable, unreasonably persistent and vexatious complaints procedure process
| Step | Action |
|---|---|
| 1 | Customer behaviour concerns service (this could be volume of contact or behaviour). |
| 2 | Service contact CAT to discuss concerns and collate evidence. |
| 3 | CAT check if customer is engaging with other services in a similar way or receiving support from social care. |
| 4 | Service and CAT meet with service director to review collated information. Service director decides whether to proceed with engaging legal services or if alternative action is required. |
| 4a | If ”do not proceed”: Service and CAT continue to gather evidence and complete any actions requested by the director. Once director is satisfied there is sufficient evidence, information is shared with legal services. |
| 4b | If ”proceed”: Service and CAT share information with legal services and meet to discuss the case. Legal services decide if there’s sufficient evidence to invoke the procedure. |
| 5 | Legal services decide if there’s sufficient evidence to invoke the procedure. |
| 5a | If ”do not proceed”: Legal Services will advise on what additional evidence is required. |
| 5b | If ”proceed”: Legal services agree with service and CAT the restrictions to be put in place and issue letter to customer. |
| 6 | CAT will maintain record of the decision and monitor review process. Should the customer continue to behave in an inappropriate way, legal services can take court action. |