To consider the draft Policy for dealing with Unreasonably Persistent Complaints and Customer Behaviour and Vexatious Requests

RESOLVED that the proposed Policy at Appendix 1 of the report be approved; subject to:

1)    the flowchart being amended  as requested, to include the addition of an arrow between the ‘review’ box and the ‘discontinue action’ box as agreed; and

2)    the Policy be circulated to all Town and Parish Councils at the forthcoming Town & Parish Forum.

The Local Government and Social Care Ombudsman recommends having a Policy to ensure that complaints and customers are dealt with in an open, fair and proportionate way.  Having a Policy will help Officers to understand clearly what is expected of them, what options for action are available and who can authorise these actions. It can also be shared with customers and help manage their expectations and explains that certain behaviours should not be tolerated.

The Council must always bear in mind our underlying commitment to transparency and openness.   The guidance recommends that a customer should be given an opportunity to moderate their behaviour and in particular with persistent complaints any actions should be proportionate to the nature and frequency of the complainant’s current contacts.

·         To approve the draft Policy for dealing with Unreasonably Persistent Complaints and Customer Behaviour and Vexatious Requests.

·         To approve the draft Policy subject to amendments.

·         Not to adopt a Policy and Procedures.  This option is not recommended as such issues will have to be dealt with in an ad-hoc manner.