The Local Government Ombudsman provides the following definition of unreasonable and unreasonably persistent complainants:
"Those complainants who, because of the frequency or nature of their contacts with an authority, hinder the authority's consideration of their or other people's complaints."
We consider vexatious or persistent complaints and correspondence as:
- behaviour which is obsessive, persistent, harassing, prolific, repetitious
- displaying an insistence on pursuing groundless or unjustified issues and/or unrealistic outcomes beyond all reason
- displaying an insistence upon pursuing complaints or issues in an unreasonable manner
- a "scatter gun" approach, with copies of letters being sent to several people on a regular basis, often including the media, an MP, a Corporate Director and the Leader of the Council
Based on the behaviour of the customer and the circumstances of the complaint, the customer complaints team will consider taking further action by applying the vexatious procedure.