Persistent complaints or enquiries

We are committed to dealing with all complaints equitably, comprehensively and in a timely manner. We do not normally limit the contact which complainants have with our staff and offices.

The aim of this guidance is to contribute to our overall aim of dealing with all complainants in ways which are consistent and equitable.

It sets out how we will decide which customers will be treated as unreasonably persistent and what we will do in those circumstances.

We do not tolerate harassment, discrimination, violence, offensive or unacceptable behaviour towards any of our colleagues.

Our employees, partners, members, volunteers and service users deserve respect, and we expect the same from from them in their interactions with others.

We have a zero-tolerance policy to discriminatory behaviour and will act quickly and decisively on any reports of inappropriate behaviour.

Read our vexatious and unreasonably persistent guidance (PDF, 254.5 KB).