Policy on Unacceptable Actions by Customers

We recognise that some customers will not or cannot accept that we are unable to provide a level of service other than that provided already. Customers may persist in disagreeing with the action or decision taken in relation to their issue or complaint, or contact us persistently about the same issue.

Examples of actions grouped under this heading include:

• persistent refusal to accept a decision made in relation to an issue or complaint;
• persistent refusal to accept explanations relating to what we can or cannot do; and,
• continuing to pursue an issue or complaint without presenting any new information.

The way in which these customers approach us may be entirely reasonable, but it is their persistent behaviour in continuing to do so that is not.

We consider the actions of persistent customers to be unacceptable when they take up what we regard as being a disproportionate amount of time and resources.

If the customer has made a formal complaint using the council's formal Complaints Handling Procedure, the council will advise the customer at the conclusion of Stage 2 of that process that, should they remain dissatisfied, they have the right to ask the Scottish Public Services Ombudsman (SPSO) to investigate their complaint. At this point the council will consider the matter closed, pending the SPSO investigation, and will make no further comment to the customer(s).