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Unreasonable and unreasonably persistent complainant policy

Generally, dealing with a complaint is a straightforward process, but in a few cases people pursue their complaints in a way which can either slow down the investigation of their complaint or can have significant resource issues for us. These actions can occur either while their complaint is being investigated, or once we have concluded the investigation.

This policy is aimed at staff to help them deal with unreasonable and unreasonably persistent complainants fairly. It sets out clearly what is expected of them, what they can do, and who can authorise these actions.

It will help us assess and monitor how we deal with and respond to unreasonable and unreasonably persistent complainants.

This policy should be read in conjunction with the Council’s Responding to
Compliments, Comments and Complaints
Policy.

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Strategic Directorate

Telephone
01202 265253

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18001 01202 265253

Address
Borough of Poole
FREEPOST
(SWB20675)
BH15 2ZZ